All dapaanz members are required to abide by Tikanga Matatika, the dapaanz Code of Ethics.
If you have a concern about the conduct or behaviour of a dapaanz member, and you believe their conduct breaches the standards outlined in Tikanga Matatika, it is important to take steps to address this.
What steps can I take?
We suggest that you first express your concern to the member (practitioner) involved. If this isn’t possible, you could write to the member’s manager or employer.
Taking this approach is usually the fastest way to resolve an issue.
If you are unable to resolve the issue with the member directly, then you can consider making a complaint.
In considering whether to make a formal complaint, please note that dapaanz will not normally investigate issues which fall into the following categories:
- Employment matters
- Complaints currently being investigated by another body, such as the Health & Disability Commission
- Concerns involving breaches of other legislation, which should be forwarded to the Police or other relevant agency.
If you would like to discuss your concern, or check whether a concern you have breaches our code of ethics and that a formal complaint is the appropriate course of action, you can contact our Complaints Convenor.
Tikanga Matatika | the dapaanz Code of Ethics
Tikanga Matatika has three ‘pou’ or pillars, which dapaanz members are required to adhere to at all times:
manaaki | care
Dapaanz members work in mana enhancing and protecting ways that contribute to wellbeing by caring for or serving individuals, whānau, hapū, iwi and community.
pono | integrity
Dapaanz members enact the principles of partnership and active protection by acting honestly and with integrity. They promote equality and fairness and maintain public trust and confidence.
pukenga ahurea | skilfulness
Dapaanz members are committed to continuous quality improvement in their work and their actions are centred on the belief that those who use our services deserve the best. This pou is centred on role-related competence and the laws and regulations that all dapaanz members work under.
How do I make a complaint?
If you decide that a complaint is the best course of action, please adhere to the following guidelines:
- All complaints need to be submitted in writing to email@example.com.
- When writing a complaint, keep to the facts and be specific about the ethic(s) the member has breached (referring to the three pou outlined above).
- It is advisable to also submit any supporting evidence you may have.
What is the complaints process?
Dapaanz takes any complaints made against members seriously. All complaint investigations adhere to principles of natural justice and procedural fairness.
Please note: due to the in-depth nature of the process, resolving a complaint can take between one and three months to complete, and sometimes longer.
Once a complaint is submitted, the process is as follows:
Complaint is received by the Complaints Convener (whose function is to receive complaints, responses and appeals).
Complaint is assessed as to whether it concerns a breach of ethics and meets the threshold for investigation.
If a complaint meets the threshold, the Complaints Convener will contact the respondent (member), their line manager and supervisor to advise of the complaint. The respondent is requested to respond in writing to the complaint.
The Practice Standards Panel reviews the complaint, any submitted evidence and responses from the respondent, their line manager or supervisor.
The Complaints Convener will give the complainant and the respondent written notice of the Practice Standards Panel’s preliminary decision. The complainant and respondent each have five working days to file submissions as to any sanction proposed.
The Practice Standards Panel will take into consideration any submissions and will then make final recommendations in a report, which is sent to the complainant, the respondent and their supervisor. The complainant and/or respondent has 15 working days to file an appeal if they disagree with the outcome.
If an appeal is lodged, an Appellate Officer will be appointed. The Appellate Officer will review the complaint, evidence submitted and any responses from the respondent and will issue a final decision in writing.
For more detailed information on the complaints and appeal process, please see the dapaanz Constitution.