Complaints & Feedback

How to make a complaint

You can complain in whatever way works for you:

• Email: complaints@muskaancaretrust.org.nz (goes to the Board Chair, not staff)
• Phone: +64 21 231 8485, ask for the complaints officer
• Post: Muskaan Care Trust, Attn: Board Chair, Auckland, New Zealand
• In person: by appointment
• Anonymously: use the form below, leave name/email blank if you wish

What to include

To help us investigate, please share:

• What happened (or didn't happen)
• When it happened
• Who was involved (if known)
• What outcome you'd like

If you don't have all this, just tell us what you can. We'll ask questions.

Our process

1. Acknowledgement within 2 working days.
2. Investigation by the appropriate person (never the person you're complaining about).
3. Response within 10 working days, sometimes longer for complex matters; we'll keep you updated.
4. Resolution, we'll explain what we found, what we'll do (or won't), and why.
5. Review, if you're not satisfied, you can escalate to our Board Chair or to an external regulator (see below).

External regulators

If you're not satisfied with our response, you can escalate to:

• Charities Services, for governance, financial, or charitable purpose concerns: charities.govt.nz · 0508 242 748
• Privacy Commissioner, for privacy complaints: privacy.org.nz · 0800 803 909
• Human Rights Commission, for discrimination concerns: tikatangata.org.nz · 0800 496 877

Safeguarding & serious concerns

If you have concerns about harm to a person, especially a child, young person, or vulnerable adult, please contact us urgently or call 111 if there's immediate danger. Safeguarding concerns are escalated to the Board Chair immediately and may be reported to authorities.