Raising concerns with our service.

Have a query or complaint?

While we always try to get it right sometimes this is not the case. So, if you have questions or a complaint about our service you can contact us. We will investigate your concerns and get back to you.

What should I do first?

As a first step, contact the person you have been dealing with, and explain your concerns.  They will try to resolve the matter straight away. If they can’t, they may refer your concerns to the General Manager. You can also contact the General Manager directly.

What do I do if I have a question?

If you have a query, you can contact us, and we will discuss this with you. 

How do I send a complaint?

You can write to us with the details of your complaint, email or contact the General Manager.  Contact details are:

By post:  Level 1, 77 Vogel Street, Dunedin

By email: kelly@beheard.org.nz or james@beheard.org.nz

By phone: +64 21 121 0916

Next steps

If you have sent us a complaint and given us an email address, we will send you an email confirming we have received your complaint.  Otherwise, we will write to you acknowledging your complaint. 

We will investigate your complaint and contact you to work through the issue.  You should expect a response from us within 1-3 weeks.  If we need to take longer because, for example, we need to get additional information or it is a detailed matter, we will let you know.