Complaints 


​Complaint Procedure
The following procedure applies and will be communicated to staff and clients:

Purpose:
To have a fair policy and set of procedures for situations where complaints cannot be resolved between the parties themselves.
 
Procedures:
The grievance procedure will be exercised in a way that will ensure any person/organisation complaining has the opportunity to be heard and treated fairly, and that the complaint will remain confidential to the parties involved. All concerns and complaints will investigated in a confidential, clear, professional and timely manner.
 
All complaints should provide the following information:

  • all facts describing the alleged event, issue or matter;
  • the name of each person involved;
  • dates, times and locations;
  • facts relevant to urgency; and
  • documentation, witnesses or other supporting evidence; and
  • contact details of the person making the allegation. 

The following procedure will be adhered to:

1. Complaints may be either verbal or in writing (on TYMS Complaint Form), addressed to the General Manager.
2. Complaint is acknowledged in writing within 5 working days of receipt, unless it has been resolved within that period.
3. Within 10 working days of giving written acknowledgement, the service makes a decision whether to accept that the complaint is justified or not.
4. If more time is needed to investigate the complaint, the service will inform the complainant of the additional time and the reasons for this extra time.
5. When investigation is completed, the service informs the service user of its decision and any other action that the service proposes to take. 
If you would like more information or have any questions regarding our complaints process you can contact us on [email protected]

Contact us 

Feel free to drop us a line.
​All fields with an asterisk (*) are required.
Telephone number
09 971 2746
Physical Address
644 Swanson Road,
Swanson
Auckland
Email address
[email protected]
Postal Address
PO Box 95044,
Swanson 0653
​TYMS Privacy Policy (Website Version)
Effective Date: April 2024
At TYMS (The Youth Mentoring Service), we respect your privacy and are committed to keeping
your information safe. We work with rangatahi and whānau, so it’s important to us that you feel
informed and comfortable about how your information is used.
If you have any questions, you can contact us at:
Email: [email protected]

1. How We Collect Information
We collect information when you:
  •  Sign up for a programme or event; Contact us or ask for support; Subscribe to updates or
newsletters.  Sometimes, we may also receive information from whānau, schools, or partner organisations
(with your knowledge where possible).
2. What Information We Collect
We may collect:
  • Name and contact details; Date of birth; Whānau or emergency contact details; Information
about programme involvement; Support needs (only if needed to help you properly); Payment
details (if required).  We only collect what we need to support you.
3. How We Use Your Information
We use your information to:
  • Support you in our programmes; Stay in touch with you and your whānau; Organise activities
and services; Meet reporting requirements for our funders; Improve what we offer to young
people.  We won’t use your information for anything unrelated without your permission.
4. Sharing Your Information
Sometimes we may share information with:
  • Trusted organisations we work alongside (like schools or community partners); Funders or
government agencies (usually without identifying you);
We will only share your information:
  • With your consent, or If we are required to by law or for safety reasons
  • We do not sell your information.
5. Keeping Your Information Safe
We take care to protect your information by:
  •  Using secure systems; Limiting who can access it; Training our staff on confidentiality
  • We only keep information for as long as we need it.
6. Website Use (Cookies)
Our website may collect general information (like how people use the site) to help us improve it.
Cookies may be used, and you can control these in your browser.
7. Your Rights
You have the right to:
  • Ask what information we hold about you; Request changes if something is wrong;
  • Ask us to stop using your information in certain ways
Just get in touch with us if you’d like to do this.
8. When We Must Share Information
In some situations, we may need to share information to keep someone safe or if the law requires
us to.
9. Updates to This Policy
We may update this policy from time to time. The latest version will always be on our website.
10. Your Consent
By using our website or sharing your information with us, you agree to this policy.