Complaints About What's Up's Service

Callers to What’s Up are entitled to provide feedback about any aspect of the service. If callers feel that the service provided is not of an acceptable standard, they are entitled to make a complaint.

If a complaint is about the work of an individual counsellor, the issues raised by the complaint will be addressed directly with the counsellor. The counsellor’s point-of-view about the circumstances that led to the complaint will be taken in to consideration.

When What’s Up receives a complaint it will:

• Take the complaint and the person making the complaint seriously;
• Investigate the complaint as quickly as possible;
• Deal with the complaint in a way that is unbiased and open;
• Use the complaint, as far as is appropriate, as an opportunity for service improvement;
• Provide feedback to the person making the complaint.

Complaints can be made:

• By telephone to 0800 WHATSUP (0800 942 8787)
• In writing to
  The Kids Help Foundation Trust,
  PO Box 56642,
  Dominion Rd,
  Auckland