,H1L? @& ,4ABIL;Y #A ,COMMIS.N] ,TE ,TOIHAU ,HAUORA1 ,HA_UATANGA ,,HDC REPORT ON COMPLA9TS TO ,,HDC AB ,RESID5TIAL ,4ABIL;Y ,SUPPORT ,S]VICES ,"S ( ! 9=MA;N 9 ? REPORT MAY 2 UPSETT+4 ,Y MAY WANT TO H A SUPPORT P]SON ) :5 Y R1D ! REPORT4 ,EXECUTIVE SUMM>Y ,AOTEAROA ,NEW ,Z1L&'S 4ABIL;Y SUPPORT SECTOR IS "U A LOT ( PRESSURE4 ,_M GR\PS ( P >E 3C]N$ AB3 _4 ,"! N 2+ 5 P "W+ 9 4ABIL;Y SUPPORT4 _4 ,4ABIL;Y S]VICES N 2+ AVAILABLE "S"TS OR HAV+ #A HDC COMPLA9TS A#A CLOS$4 _4 ,"S P GETT+ DI6]5T OR LESS SUPPORT 2C ( ": !Y LIVE4 _4 ,:E!R "! IS 5 M"OY = 4ABIL;Y SUPPORT N[ & 9 ! FUTURE4 _4 ,:E!R 5 IS 2+ D"O TO KEEP 4ABL$ P SAFE4 ,ALL ^! PROBLEMS C M1N T "S P MAY N 2 GETT+ ! "R SUPPORT TO 2 "P ( _! COMMUNITIES1 TO FEEL GD AB !MVS1 & TO 2 ABLE TO MAKE DECI.NS AB _! LIVES4 ,,HDC ?9KS T MO/ ( ! "T P "W+ 9 4ABIL;Y SUPPORT >E DO+ A GD JOB4 ,B 9 ? REPORT ,,HDC IS LOOK+ AT COMPLA9TS WE H RCVD AB RESID5TIAL 4ABIL;Y SUPPORT S]VICES 9 ! LA/ FIVE YE>S4 ,WE "K X C 2 H>D TO MAKE A COMPLA9T TO ,,HDC AB RESID5TIAL 4ABIL;Y SUPPORT S]VICES4 ,"S P DON'T WANT #B HDC COMPLA9TS B#A TO USE ,,HDC'S COMPLA9TS PROCESS4 ,"S P FEEL WORRI$ AB MAK+ A COMPLA9T4 ,,HDC ?9KS T "! >E M UNHAPPY P ?AN J ! P WE HE> F4 ,P MAY COMPLA9 TO3 _4 ,_! RESID5TIAL 4ABIL;Y SUPPORT S]VICE _4 ,F"US1 S* Z3 _4 ,:AIKAHA _\ ,M9I/RY ( ,4ABL$ ,P _4 ,,ACC _4 ,H1L? ,,NZ _\ ,TE ,:ATU ,ORA _4 ,! ,HUMAN ,"RS ,COMMIS.N _4 ,! ,OMBUDSMAN ----------------------------#B ,AG1 ,,HDC'S REPORT IS AB ONLY ! RESID5TIAL 4ABIL;Y SUPPORT S]VICE COMPLA9TS WE RCV4 #C HDC COMPLA9TS A#B ,3TEXT ,4ABL$ P NE$ A SAFE1 W>M1 RELIABLE1 A3ESSIBLE1 & AF=DABLE PLACE TO LIVE4 ,B "S 4ABL$ P DON'T H _M GD H\S+ OP;NS & DON'T GET TO *OOSE ": !Y LIVE1 :E!R X IS 9 A RESID5TIAL 4ABIL;Y S]VICE OR N4 ,,HDC LOOK$ AT FIVE YE>S ( COMPLA9TS AB RESID5TIAL 4ABIL;Y SUPPORT S]VICES & F.D "S 3C]N+ ?+S3 _4 ,"S P'S SUPPORT PLANS W]5'T 2+ FOLL[$4 _4 ,"S P W]5'T 2+ SUPPORT$ WELL1 9CLUD+3 _4 SAFETY ISSUES 9 "S H\SES2 _4 "S P W]5'T GETT+ ! "R M$ICA;NS2 _4 "S SUPPORT /AFF W]5'T HELP+ P PROP]LY ) _! #D HDC COMPLA9TS B#B H1L? 3DI;NS OR :5 !Y 7 SICK,- 9CLUD+ :5 !Y 7 2COM+ SICK]2 & _4 "S SUPPORT /AFF W]5'T GETT+ 5 HELP OR SUP]VI.N F _! MANAG]S4 _4 ,"S P _H /AFF USE RE/RA9T OR =CE ON !M4 _4 ,"S P 7 GETT+ SUPPORT T DIDN'T MEET _! NE$S4 _4 ,"S T_ANGATA :AIKAHA ,M_AORI 7 N GETT+ 4ABIL;Y SUPPORT T UPHELD _! MANA4 _4 ,"S RESID5TIAL 4ABIL;Y SUPPORT S]VICES 7 N GD AT "W+ ) OR TALK+ TO O!R S]VICES1 9CLUD+ H1L? S]VICES4 _4 ,"S 4ABL$ P & _! FAMILIES 7 UNHAPPY ) COMMUNICA;N F RESID5TIAL 4ABIL;Y S]VICES1 9CLUD+3 #E HDC COMPLA9TS C#B _4 N 2+ TALK$ TO RESPECT;LLY OR 2+ TALK$ TO 9 A WAY T DID N PROTECT _! MANA2 _4 N HAV+ GD COMMUNICA;N F RESID5TIAL 4ABIL;Y S]VICE PROVID]S :5 4ABL$ P &_/OR _! FAMILIES 4AGRE$ ) !M AB ! SUPPORT PROVID$2 _4 N 2+ GIV5 GD 9=MA;N AB ! AM.T ( FUND+ OR SUPPORT !Y %D 2 RCVG2 & _4 N 2+ TOLD AB *ANGES TO SUPPORT OR T SUPPORT 0 N GO+ TO 2 PROVID$ ANYMORE4 _4 ,"S P 7 N GETT+ SUPPORT F /AFF ) ! "R SKILLS4 ----------------------------#C _4 ,"S P _H BAD EXP]I;ES :5 !Y MADE A COMPLA9T OR SD !Y WD L ?+S TO 2 DI6]5T4 ,,HDC ?9KS T ^! PROBLEMS ) 4ABIL;Y SUPPORT >E PLAY+ #F HDC COMPLA9TS A#C A "P 9 ! PROBLEMS WE ID5TIFI$3 _4 ,"! >E N 5 P "W+ 9 4ABIL;Y SUPPORT4 _4 ,"S P >E GETT+ LESS SUPPORT 2C ( ": !Y LIVE1 R ?AN ! SUPPORT !Y NE$4 _4 ,P >E 3FUS$ AB :AT IS HAPP5+ ) 4ABIL;Y SUPPORT & ,5ABL+ ,GD ,LIVES "<,,EGL">4 _4 ,WE DON'T ?9K 5 IS 2+ D"O TO MAKE SURE 4ABL$ P FEEL SAFE4 _4 ,WE DON'T ALW "K IF P >E GETT+ GD 4ABIL;Y SUPPORT4 _4 ,WE >E WORRI$ AB P HAV+ GD *OICES AB ": !Y LIVE & ! SUPPORT !Y GET4 #G HDC COMPLA9TS B#C ,RECOMM5DA;NS ,RECOMM5DA;NS TO ,:AIKAHA _\ ,M9I/RY ( ,4ABL$ ,P3 ,9 #BJBC1 ,:AIKAHA ASK$ ,RA*AEL ,S*MIDT-,MC,CL1VE TO WRITE A REPORT " AB ! POLICIES1 PROCESSES1 & PRACTICES = MANAG+ COMPLA9TS AT A L>GE 4ABIL;Y SUPPORT S]VICE4 ,,HDC AGREES ) ! RECOMM5DA;NS MADE 9 ! ,S*MIDT- ,MC,CL1VE REPORT4 ,! RECOMM5DA;NS ,,HDC ?9KS >E MO/ RELEVANT >E3 _4 ,,HDC1 ,:AIKAHA1 & S]VICE PROVID]S ALL NE$ TO MAKE X EASI] = 4ABL$ P & _! FAMILY OR :_ANAU TO COMPLA9 & GIVE FE$BACK AB ! SUPPORT !Y RCV4 _4 ,:AIKAHA NE$ TO GIVE #H HDC COMPLA9TS C#C 4ABL$ P & _! FAMILY OR :_ANAU CLE> 9=MA;N ON :AT !Y C EXPECT F 4ABIL;Y S]VICE PROVID]S4 _4 ,X WD 2 GD IF ! ,NA;NWIDE ,H1L? & ,4ABIL;Y ,ADVOCACY ,S]VICE CD GIVE M HELP TO P :O LIVE 9 RESID5TIAL 4ABIL;Y S]VICES TO SP1K UP4 ,! ,S*MIDT-,MC,CL1VE REPORT MADE RECOMM5DA;NS TO ,:AIKAHA & ,,HDC W 2 *ECK+ 9 TO SEE H[ ,:AIKAHA IS GO+ ) ! RECOMM5DA;NS4 ,AF LOOK+ AT ! COMPLA9TS ,,HDC RCVS AB RESID5TIAL 4ABIL;Y S]VICE PROVID]S WE H "S M RECOMM5DA;NS4 ,,HDC RECOMM5DS T ,:AIKAHA "W ) 4ABL$ P _\ T_ANGATA :AIKAHA1 _! FAMILY & :_ANAU1 4ABIL;Y S]VICE PROVID]S1 & O!R F"US L ,,ACC & ,ORANGA #I HDC COMPLA9TS D#C ,TAMARIKI TO CR1TE A QUAL;Y FRAME"W = ALL 4ABIL;Y SUPPORT4 ----------------------------#D ,A QUAL;Y FRAME"W WD HELP P "K :AT TO EXPECT F 4ABIL;Y SUPPORT & :AT HI< QUAL;Y SUPPORT %D LOOK L4 ,X WD AL HELP ! 4ABIL;Y COMMUN;Y & SECTOR "K H[ WELL 4ABIL;Y SUPPORT PROVID]S >E DO+4 ,,HDC ?9KS T CLE> EXPECTA;NS WD MAKE X EASI] = 4ABL$ P & _! FAMILIES TO SP1K UP :5 4ABIL;Y SUPPORT IS N "W+4 ,"! >E A FEW O!R ?+S T ,,HDC ?9K %D 2 "P ( A QUAL;Y FRAME"W3 _4 ,S]VICE PROVID]S CD REGUL>LY ASK P :O !Y SUPPORT H[ ?+S >E GO+4 ,H[ P FEEL AB ! S]VICE WD GIVE PROVID]S IMPORTANT 9=MA;N AB ! QUAL;Y ( ! S]VICE4 ,S]VICE PROVID]S CD !N TELL F"US L #AJ HDC COMPLA9TS A#D ,:AIKAHA & ,,ACC :AT 4ABL$ P & :_ANAU >E SAY+ AB _! S]VICE4 _4 ,"! CD 2 G5]AL RULES = H[ S]VICE PROVID]S %D RESPOND TO COMPLA9TS F 4ABL$ P & :_ANAU4 ,? WD HELP TO MAKE SURE T ALL PROVID]S >E RESPOND+ TO COMPLA9TS 9 A FAIR & 3SI/5T WAY4 ,,HDC SUPPORTS ! "W ,:AIKAHA IS DO+ "R N[ TO CR1TE ADVICE AB RESPOND+ TO COMPLA9TS4 _4 ,,ACC1 ,H1L? ,NEW ,Z1L& _\ ,TE ,:ATU ,ORA1 & ,ORANGA ,TAMARIKI CD AGREE TO ! SAME QUAL;Y FRAME"W Z ,:AIKAHA1 S T "EY"O HAS ! SAME GD QUAL;Y 4ABIL;Y SUPPORT NO MATT] ": _! FUND+ COMES F4 ,,HDC HAS "S M ?+S X WD L ,:AIKAHA TO D TO IMPROVE SUPPORT PROVID$ TO P3 #AA HDC COMPLA9TS B#D _4 ,:AIKAHA PUBLI%$ A REPORT CALL$ 8,4ABIL;Y ,SUPPORT ,"W=CE ,COMMUN;Y ,5GAGE;T0 AB :E!R "! >E 5 4ABIL;Y SUPPORT "W]S4 ,,HDC WD L ,:AIKAHA TO KEEP "W+ ON MAK+ SURE "! >E 5 4ABIL;Y SUPPORT "W]S N[ & 9 ! FUTURE4 _4 ,,HDC SUPPORTS ! ,MY ,HOME ,MY ,*OICE PROGRAMME & ! ,*OICE 9 ,COMMUN;Y ,LIV+ OP;N = 4ABIL;Y SUPPORT4 ,H["E1 ^! PROGRAMMES >E AVAILABLE 9 ONLY "S "PS ( ! C.TRY4 ,,HDC WD L ,:AIKAHA TO MAKE ,*OICE 9 ,COMMUN;Y ,LIV+ AVAILABLE ALL OV] ! C.TRY4 _4 ,,HDC WD L ,:AIKAHA TO SUPPORT ! CR1;N ( T_ANGATA :AIKAHA ,M_AORI-L$ RESID5TIAL & COMMUN;Y-BAS$ 4ABIL;Y S]VICES4 #AB HDC COMPLA9TS C#D _4 ,,HDC WD L ,:AIKAHA TO COMMUNICATE BETT] ) ! 4ABIL;Y COMMUN;Y AB PROGRESS T[>DS HAV+ ,,EGL ,SY/EMS ,TRANS=MA;N ALL OV] ! C.TRY4 ,COM;TS AB ! 8,9DEP5D5T REVIEW ( 4ABIL;Y SUPPORT S]VICES ADM9I/]$ BY ,:AIKAHA03 ,9 ,MAY #BJBD1 ! GOV]N;T ANN\NC$ AN 8,9DEP5D5T REVIEW ( 4ABIL;Y SUPPORT S]VICES ADM9I/]$ BY ,:AIKAHA04 ,! REVIEW IS AB ALL 4ABIL;Y S]VICES FUND$ BY ,:AIKAHA1 N J RESID5TIAL S]VICES4 ,B ,,HDC ?9KS ! REVIEW IS A GD OPPORTUN;Y TO KEEP "W+ ON ----------------------------#E GIV+ 4ABL$ P GD *OICES AB LIV+ 9 ! COMMUN;Y OR HAV+ GD QUAL;Y RESID5TIAL S]VICES4 ,,HDC IS 4APPO9T$ T "! #AC HDC COMPLA9TS A#E >E NO T_ANGATA :AIKAHA ,M_AORI OR 4ABIL;Y COMMUN;Y L1D]S ON ! ?REE-P]SON REVIEW PANEL4 ,,HDC ?9KS X WD 2 GD IF ! REVIEW PANEL3 _4 ,9VOLV$ T_ANGATA :AIKAHA ,M_AORI & 4ABIL;Y COMMUN;Y L1D]S & :_ANAU 9 ! REVIEW1 9CLUD+ 9VOLV+ !M 9 DEVELOP+ ! RECOMM5DA;NS4 _4 ,US$ ! >TICLES & PR9CIPLES ( ,TE ,TIRITI O ,WAITANGI1 ! ,,UNCRPD1 & ,,EGL TO CR1TE RECOMM5DA;NS T W HELP CR1TE A SU/A9ABLE1 HI< QUAL;Y1 4ABIL;Y SUPPORT SY/EM = ALL 4ABL$ P4 _4 ,LOOK$ AT ! 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