Complaints & Appeals

Step 1: Identify the issue

Take a moment to think about:

• What happened
• Why you are concerned
  
• What outcome you would like
  

You can raise concerns about programs, services, staff, volunteers, policies, or your overall experience.

Step 2: Try to resolve it informally (optional)

If you feel comfortable, you can:

• Speak directly with the staff member involved
• Explain what happened and what you would like to see change
  

Many issues can be resolved quickly through an informal conversation. Staff will explain your options if you would like to take the matter further.

Step 3: Make a formal complaint or give formal feedback

If the issue is not resolved, or you prefer not to raise it informally:

• Contact the MNH Manager, or
• Ask a staff member to help pass your concern on
  

You may be asked to complete a Complaints and Feedback Form, or staff can help complete it with you.

Step 4: We acknowledge and review

Once your complaint or feedback is received:

• We will acknowledge it within 2 working days
• The Manager (or a delegated staff member) will review the issue
  
• We may speak with you and others involved to understand what happened
  
• Your information will be handled confidentially
  

Step 5: Outcome and response

After reviewing the information:

• We will decide on appropriate action or next steps
• We will let you know the outcome in your preferred way (phone, email, letter or meeting)
  
• We will explain any changes made as a result of your complaint or feedback
  

Step 6: Learning and improvement

All complaints and feedback are recorded (without identifying information being shared publicly) to:

• Improve our programs and services
• Identify any ongoing or systemic issues
  
• Help the MNH Board guide future improvements