REQUEST FOR FEEDBACK ABOUT MANUKAU EAST COUNCIL OF SOCIAL SERVICES
Customer satisfaction is our highest priority and all employees and volunteers of MECOSS and its service delivery partners play a role in delivering a high quality service. When we receive your feedback about the service we provide, we use it to make changes to the way we do things so you have a better experience with us.
Providing your feedback
We collect compliments, suggestions and complaints from a number of different sources. Here's a few of the options you can use to provide feedback to MECOSS:
Report a problem with our service
Call us on 533 3685
Send a letter to PO Box 39 266, Howick 2145 or email admin@mecoss.org.nz
If you've had contact with us, we may get in touch with you about your experience to ensure that we're giving you the best service possible.
Paying us a compliment
We love compliments! It's how we know we're getting things right and is a good way to ensure that we do more of that. When we receive compliments, we forward them on to the relevant team to let them know they've helped one of our customers.
Giving a suggestion
As customers of MECOSS, you know what customers like. We love getting suggestions and being able to act on them. Sometimes it may not happen straight away, but rest assured, your suggestions are passed on to the relevant teams and we consider each and every one.
If you request a response, we'll get back to you within 10 working days.
Requesting a service or information
If you request a service or information, we'll get back to you within 10 working days to let you know how we're handling your request.
Making a complaint
MECOSS' complaint management model
Sometimes things don't go quite right and as a customer, you are dissatisfied with our service. MECOSS values all feedback and we're committed to learning from complaints and using the complaint and resolution to improve service delivery.
If we can't resolve your issue straight away, we kick off a formal complaint process that involves us investigating, taking action to resolve and responding to you. If you're still not satisfied, we have a process that allows for escalation of complaints of a more serious nature.
With all complaints, we aim to respond to each complaint within a set timeframe. However, issues that require more detailed investigation and action may take a bit longer. Complaints are monitored to ensure they are managed appropriately and responded to in a timely manner.
We will publish complaint information annually on our website.
What is a complaint?
A complaint is a specific expression of dissatisfaction with MECOSS, however made, whether justified or not.
The following are not classified as complaints:
An initial request for information.
A request for a service or provision of a service.
A request for information relating to MECOSS policy or procedures.
A request for compensation.
A suggestion about our services, policy or procedures.
How long will the response take to my complaint? - level one
If our front line staff aren't able to resolve your complaint on the spot, we will send your complaint to the relevant people and we'll respond within 10 working days with what we've done to resolve the issue you've experienced. If this timeframe can't be met, we'll let you know why and provide a new timeline. We class this as a level one complaint.
If you're still not happy - level two
If you're not happy with the response to your complaint, please respond with your case number and we'll get our dedicated customer liaison team to look into it further and they'll get back in touch within 5 working days to let you know the outcome of their investigation.
If we can't resolve the issue together - level three
If after working together to solve the issue you are still not happy with the outcome, you can contact the Office of the Ombudsman for an external review. This is classed as a level three complaint.
LIVE Q&A: Financial well-being with Cat Rikihana
Today (Wednesday) we're having another Neighbourly Q&A session. This time with Cat Rikihana who is a financial mentor, educator and financial capability practitioner at Financial Freedom Trust in the Manawatū.
Cat Rikihana (Ngai Tahu) like many financial mentors around Aotearoa, works with individuals, groups and whānau to successfully navigate financial stress and hardship. Mentors work alongside whānau to increase confidence and skills in personal money management and advocate with and for clients. Cat enjoys delivering online and face-to-face workshops which provide opportunities to normalise money conversations and encourages people to make time to consider their financial well-being.
Cat is also an independent financial well-being coach, educator and indigenous life coach at Restore Wellness Network. She is a published writer and currently in the process of writing her first non-fiction book: 'A financial self-care guide for women in Aotearoa.'
She'd love to answer any questions you may have around your budgeting and spending habits, strategies for saving, retirement planning and debt. (Don't be shy, but be mindful about what you disclose!)
↓ Share your questions now and Cat will reply to your comment below ↓
Can you outsmart your neighbours with this riddle?
The more you take away from me, the larger I become. What am I?
Do you think you know the answer to our daily riddle? Don't spoil it for your neighbours! Simply 'Like' this post and we'll post the answer in the comments below at 2pm.
Want to stop seeing riddles in your newsfeed? No worries! Simply head here and click once on the Following button.
Poll: Have you ever had a scary flight?
A plane flying from Christchurch to Wellington on Sunday had smoke billowing out of the engine and upon landing, passengers had to open the emergency exit and jump out. Have you had any scary flying experiences?
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57.5% Yes!
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42.5% No, it's always been smooth flying
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