Feedback Complaints Procedure for ECS

Feedback and Complaints Procedure Employment Counselling Services (ECS)

  • Whether you have a suggestion, a compliment, or a complaint, we encourage you to share your thoughts with us.

  • All feedback and complaints will be handled confidentially. Your privacy is a priority, and no information will be disclosed without your consent (except where required by law).

  • We regularly review feedback and complaints to identify trends and areas for improvement in our services. 

  • Your input plays a crucial role in helping us enhance our services.

  • For any questions regarding this procedure or to provide feedback, please contact us at:

    - Email: admin@ecsnz.co.nz

    - Phone: 027 230 8728

    - Landline: 09 6230574

  • Thank you for helping us improve our services. Your voice matters.

How to Provide Feedback or Make a Complaint:

1. Contact Us

You can provide feedback or lodge a complaint through the following channels:

  • In-Person: Speak to your counsellor directly after your session.

  • Email: Send your feedback or complaint to admin@ecsnz.co.nz

  • Phone: Call us at 027 230 8728, during business hours.

  • Feedback Form: Fill out our online feedback form available at: www.ecsnz.co.nz/feedback-form

2. Provide Details

When submitting your feedback or complaint, please include the following information:

  • Your name (optional if you wish to remain anonymous)

  • Contact information (if applicable)

  • Date of the service

  • Description of your feedback or complaint

  • Any relevant details or examples

4. Investigation Process

Once your feedback or complaint is received:

  • It will be assigned to a designated team member for review.

  • We will conduct a thorough investigation, which may include reviewing notes, speaking with relevant staff, and gathering additional information.

  • We aim to resolve most complaints within 14 business days. If this is not possible, we will keep you informed of the progress.

3. Our Acknowledgment

  • All feedback and complaints will be acknowledged within 5 business days of receipt.

  • If you have provided your contact information, we will confirm that we have received your submission.

5. Resolution and Response

Upon completion of the investigation, we will:

  • Provide you with a summary of findings.

  • Outline any actions taken or improvements made as a result of your feedback.

  • Offer a resolution or an explanation, if appropriate.

6. Escalation

  • If you are not satisfied with the outcome of your complaint, you may escalate your concerns:

  •  Contact our management team at: management@ecs.co.nz.

  • We will review the case and respond within 10 business days.