Complaints Process

If you have a concern or issue with the service provided by AFS we have a genuine process for considering these.

We suggest you speak directly to the Adoption First Steps staff member you have been dealing with about your concern or issue. If this does not resolve it, or you would rather speak to someone else, please contact the Director at info@adoptionfirststeps.org.nz or on 027 2372014 who will refer it to the Board if necessary.

Otherwise if you would like to make a formal complaint please write to the Chair of the Trust, including the best way to contact you. You can send your concern by email to us at chair@adoptionfirststeps.org.nz

We try to address complaints quickly and will try to contact you within a week to outline how we will deal with it. We will treat your complaint confidentially and only discuss it with the people involved with the issue and relevant AFS people, including the Director, Chair and/or Board. AFS will advise you of the likely time frame to investigate your complaint and will advise you of our decision. We will also advise you about an appeal process if you are not happy with how the issue has been addressed.