This week, Whaikaha released its independent review into the processes and practices for managing complaints about the delivery of disability support services by IDEA Services. 

The review found that trust needs to be rebuilt between Whaikaha and IDEA services with the disabled community and whānau, and notes that the distrust extends wider than a single service provider.

The report makes process and agreement-focused recommendations for both Whaikaha and IDEA Services.

  • For both, one recommendation was about it needing to be clearer what level of reporting on what and to whom was needed, based on type of complaint or matter raised.
  • In Whaikaha's case, the emphasis was around clarity and transparency of processes.
  • For IDEA Services, it focused on zero tolerance to retaliatory statements and appropriate redress processes. 

Whaikaha will also produce a summary of this paper, which will be available in alternate formats.

Find out more and read the Whaikaha review into managing complaints about IDEA Services support services.