Kāwai Rangatahi Trust values our relationship with you as a visitor to an activity, program, event or community initiative or as a parent of a young person engaging in our activities.  

It is our hope that your interactions with our staff, volunteers or others in affiliation with our Trust are positive, respectful, and hope-filled. 

If you are not happy with any aspect of the services we provide, we would like to hear from you so that we can investigate and put things right. 

We will: 

• Treat you with respect, fairness, and courtesy, always 

• Be clear and timely in our communications with you 

• Always comply with relevant New Zealand law 

How to let us know if you have feedback or a complaint. If, for any reason, you are not happy with any aspect of your experience with Kāwai Rangatahi Trust, we would be keen to hear from you as soon as possible so that we can address the matter. Please contact us using one of the following options: 

 Email 

You can let us know about any general feedback, suggestions or concerns by emailing us at info@kawai.org.nz 

 Confidential or Serious 

If the matter is serious or sensitive in nature, or your complaint relates to your personal information or our practices, please contact us by emailing us at: privacy@kawai.org.nz 

This will be addressed in confidence by our Trust Manager in close consultation with our Board of Trustees. 

If you have concerns or incidents related to child protection, please raise these matters immediately and directly with the Trust Manager. As guided by Kāwai Rangatahi Trust’s policy, this may be escalated to the Board of Trustees, the NZ Police and with Oranga Tamariki involvement as required.  

What happens next? 

Once you’ve told us about your concern, we will acknowledge your contact within 5 working days. We will investigate it and discuss a resolution with you. 

If we can’t resolve it straight away, or if the issue is of a very complex nature, we will give you an idea of how long it will take us to investigate the issue. We’ll also let you know who will be managing it for you and commit to regularly communicating with you until the matter is resolved. 

You may also seek independent advice or assistance from: 

• Your personal lawyer 

• The Citizens Advice Bureau 

• Your Community Law Centre 

• The Office of the Privacy Commissioner (for privacy issues)