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Complaints

External service to raise and manage complaints

The external complaints management service is part of Speak Safe @ Fair Way which is open to all Fire and Emergency personnel, including volunteers. Our team will work with you to understand your concerns, gather supporting information, and to capture your complaint. We’ll listen, explain how we can support you and help you decide what to do next.

It’s important that you feel comfortable speaking up if you have concerns or have experienced an issue with other people’s behaviours, conduct, actions, or activities at work. In addition to the existing internal options at Fire and Emergency, Speak Safe @ Fair Way provides a safe place to raise concerns through an independent organisation.

How it works

  • Get in touch

    You can get in touch by phone, email or online.

    Get in touch Process
    Get started

  • Chat with us

    Share your details, ask questions, and find out more.

    Chat with us

  • Options

    We will discuss and recommend a pathway forward for your enquiry.

    Prepare process

  • Next steps

    We’ll make arrangements and guide you through the next steps.

    Book appointment

  • Resolution

    The aim is to resolve things and help you move forward.

    Agreement decision

What to expect

  • If you’d like to raise a complaint, get in touch with Speak Safe @ Fair Way.  Our friendly and supportive team will work with you to understand your concerns, gather supporting information, and capture your complaint.

    When you get in touch, we’ll listen and ask questions to understand what’s going on. All conversations are confidential and any identifying details about you and your issue or complaint will only be shared with others, including Fire and Emergency, if you’ve given your permission.  

    Fair Way cares about your wellbeing, so we always take the time to understand what you’re experiencing and whether you could benefit from other support options. In addition to our services, we can connect you with the options available to you in Fire and Emergency and other external providers.  

    Based on your needs, Speak Safe @ Fair Way will recommend the next steps. You can find out more about these options below. 

    Whichever pathway is right for you, there’s one point contact. Simply get in touch with Speak Safe @ Fair Way to access any of the services or to find out more.  

  • With Speak Safe @ Fair Way, you choose your own path

    No matter what the issue and recommended pathway are, you're in control. Before any further steps are taken, we check in and ensure that you're the one making the decision to proceed.

Complaint pathways

  • There are different pathways available to navigate your complaint.  Based on your needs, Speak Safe @ Fair Way will recommend an option. 

  • Enquiry

    If you wish to report something but don't want any further action taken, we can report it as an enquiry meaning no identifying information is made available.

  • Facilitation

    Through our triage process we can help you concisely describe the concern or complaint and the impact this had or is having for you. We might be able to help you identify potential opportunities for resolving the matter quickly.

  • Investigation

    For some matters, we can conduct an independent investigation into the complaint.

    Find out more

  • Fire and Emergency

    In some cases a complaint may need to involve Fire and Emergency directly to move forward. If so, we can help you get started by getting your complaint to the right place. No information will be shared with Fire and Emergency without your permission.

About the external complaints management service

  • Who can access this service?

    The external complaints management service is part of Speak Safe @ Fair Way which is open to all Fire and Emergency personnel, including volunteers. It’s available nationwide so we can help wherever you are.

  • Who decides what happens?

    You are always in control. Before any further steps are taken, we check with you. We won’t share any identifying details about you without asking you first.

  • Why raise it externally?

    Speaking up can be hard. The person you would normally go to might be part of the problem, or you may have concerns that things could get worse if you do speak up. An independent channel ensures you can voice concerns in a safe way. Fire and Emergency have partnered with Fair Way – kia tau, experts in dispute resolution, to provide an independent service called Speak Safe @ Fair Way where you can raise complaints, chat through concerns and get some support to work through them. Nothing will be shared with Fire and Emergency without your permission.

  • Will anyone know I’ve made a complaint?

    We’ll only share identifying details about you and your complaint with your permission. If we need to share your personal details to help resolve your complaint, for example by referring you to Fire and Emergency, we’ll let you know and ask your permission first.  Each month we’ll provide some high-level reporting to Fire and Emergency (e.g., enquiry numbers, region etc.) but no identifying details are provided in these reports.

  • Do you have any tips for raising complaints?

    Most volunteers and workers in Aotearoa have a great experience at work, however sometimes issues can arise. If they do, know that it’s ok to speak up. It’s ok to complain.

    We recommend raising issues early to give you the best chance of working them out together.

    It can be useful to make your complaint in writing to ensure we have all the details and to help us understand it.

    Here are some helpful tips if you’re planning to raise a complaint.

    • Prepare – take some time to think about the issue, how to explain it and what you’d like to happen.
    • Gather details – share any useful information that you can.
    • Keep notes and records –make a note about who you spoke with, when and what was said.

    The Speak Safe @ Fair Way team are here to support you and assist you in making a complaint. Our webform is often a great first step or you can chat with our friendly team if you’d like some help to raise your complaint.

Get in touch Process

How to get started

Get in touch by freephone, email or online and we’ll guide you through the process.

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