FEEDBACK POLICY AND PROCEDURES

NG TIKANGA / GUIDING PRINCIPLES He aroha ki te iwi We genuinely care about the people of Ngti Rangitihi He ahu whakamua, he rkei whenua, he manaaki hua Progressive and forward thinking yes sustainable in our approach Kia mauri ora a Ngti Rangitihi For the well-being and life-force of Ngti Rangitihi Kia mau tonu te whenua Holding onto our lands and resources for our economic livelihood Kia pono, kia tika, kia pmau Openness, honesty, integrity and steadfast in all that we do He mahi ngtahi i runga i te whakaaro kotahi Working with purpose and in unity

POLICY Te Mana o Ngti Rangitihi Trust is committed to upholding the Tikanga or guiding principles, which include the highest levels of honesty, openness and integrity in all of our activities with great respect to the customs and culture of Ngti Rangitihi. From time to time employees and members of the Board uphold the Tikanga and deliver well beyond the scope of their roles and responsibilities in a manner that deserves praise. At other times these guiding principles are breached by employees and acts are performed which go against the philosophy of the organisation. Every so often organisations fail to live up to good moral and ethical standards and may even break the law. For these reasons a feedback procedure has been established which enables employees and those connected to the Trust to express praise where the Tikanga is being met or to raise the alert if they believe that the Tikanga is being compromised. Purpose The purpose of this policy is to develop and maintain an environment in which all Te Mana o Ngti Rangitihi Trust staff, Board members, key stakeholders, members of the public and others feel empowered to express praise or to raise the alert in regards to any concern or issues they may have.

This policy also aims to ensure all staff are aware of the feedback procedures positive feedback is given, or negative feedback is raised.

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

Responsibilities The Trust Board is responsible for: Ensuring that the organisation meets the requirements of the Trust Deed and upholds the Tikanga The Chief Executive is responsible for: The development and monitoring of all policies of the organisation The organisation will: Contribute to a culture that actively seeks feedback; Contribute to a culture that actively responds to feedback; Support members of the public to provide feedback, including concerns, in relation to the services they received; Manage feedback in a respectful, consistent and transparent manner; Contribute to a culture that encourages employees and members of the Board to appropriately participate in the resolution of negative feedback; Contribute to a culture that supports staff, members of the Board, and members of the public through the feedback process; and Ensure that the Tikanga are applied when managing and responding to feedback.

The Human Resources Manager is responsible for: Ensuring all employees are aware of and promote the feedback policy and procedures. All feedback of a serious nature involving employees will be managed through the formal HR process, which will be handled by the HR manager and Chief Executive. The Communications Officer is responsible for: Ensuring that all staff, Board members, key stakeholders, members of the public and others are informed of this policy and procedures; Logging all feedback in the Trusts Continuous Improvement System Ensuring the Continuous Improvement System is maintained in a sufficiently flexible way which is user focussed and responsive to any special needs of those wishing to give feedback; and Maintaining comprehensive records of feedback made and action taken. All staff are responsible for: Ensuring they are fully aware of this and other policies of the organisation; Ensuring that any feedback brought to their attention is addressed in line with this policy; and Not take any action that may be deemed as a reprisal against any person lodging feedback of a serious nature.

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

PROCEDURES Purpose The purpose of these procedures is to set out how the policy is to be implemented within the organisation. Positive Feedback Feedback is essential and extremely valuable in the provision of safe and quality services, and is critical to identify areas for improvement to enhance outcomes for all. Positive feedback management is important to identify what TMoNRT is doing well. It provides our organisation with constructive feedback that allows further strengthening and enhancement of team culture and the quality of the services we provide. Positive feedback is an expression or implication of praise. Negative feedback management is as important as positive feedback management. Negative feedback management focuses on the prevention of errors and/or lack of quality service provision in order to reduce the potential for an unsafe working environment and unsatisfactory service delivery. A negative feedback is any written or verbal expression of dissatisfaction or concern regarding any of the organisations services or any employee or member of the Board. Defining the difference between a concern, issue and a complaint (Negative feedback) TMoNRT acknowledges that in many cases, demonstrated dissatisfaction will be a concern rather than negative feedback. A concern indicates a level of anxiety or uneasiness in regard to a person or service of the organisation. A concern becomes negative feedback when a staff member, Board member, key stakeholder, member of the public or other person: 1. Indicates they wish to pursue the matter through the formal complaints process; or 2. The matter is not resolved informally to the satisfaction of the concerned person and that person indicates they wish to pursue the matter further. What may be raised as negative feedback? These procedures have very few limitations in regard to what may be raised as negative feedback. The general guiding philosophy is that if a person wishes to provide negative feedback, the organisation will accept it. However, there is no requirement on the organisation to investigate every negative feedback provided. The circumstances under which the organisation may choose to screen out negative feedback: Where the matter is currently being dealt with by another body i.e. a court or Government agency

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

Where the matter has already been dealt with by another body i.e. a court or Government agency; Where the matter occurred so long ago as to make an investigation impractical; or Where the matter is deemed to be trivial, frivolous or vexatious.

Negative feedback may be made about: Any member of TMoNRT including paid and unpaid staff and Board of Trustee members; or Any service provided by the organisation.

Negative feedback of a serious nature Our aim is to listen to feedback, be honest and open about mistakes or improvement needs and learn from these to enhance future services. Sometimes, however, due to the nature of the feedback it is not possible to use these methods, hence the Whistle-blowing procedure. (Refer to Staff Handbook) The type of things committed or covered up and that might be covered under this process and that we would be interested in hearing about are: Any criminal offence, breach of duty or miscarriage of justice Health, Safety and Environmental policies and quality systems being breached within the Trust. Fraud, including questionable accounting, backhanders, theft or non-Trust work being done in Trust time or at the Trusts expense. Bullying racism or victimization Any of the Trust Tikanga being broken or neglected in the workplace

There are some issues that we cannot deal with: Issues of policy where that policy has already been agreed by the Trustees Differences of opinion between individuals

Positive feedback process All positive feedback can either be directed in writing or in person. Where any staff member is praised for their work-related achievements, or when the merit of the organisation and its members is commended by members of the public and/or others staff should commemorate by acknowledging each achievement with humility. Staff are encouraged to take note of any positive feedback they receive on the staff whiteboard at the TMoNRT office, and also table each positive feedback at the staff hui every Tuesdays.

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

Negative feedback process (Tier 1) Raising the alert Internal If you have a concern or issue then in the first instance you should raise it with the manager responsible. Employees wishing to raise an alert are encouraged to directly and openly discuss their concern first with their supervisor or manager as this is the quickest and preferred way to resolve any issues and the best way to ensure a fair and open working environment. Where the concern is not resolved at this first level then a more formal process will apply. For employees there are a number of ways of dealing with matters and they are set out in the Staff Handbook. If you are not employed by the Trust and therefore not covered by the staff handbook the following process will apply Complaints procedure (Tier 2). Raising the alert External Staff or members of the Board when approached with a concern or query from a member of the public should assist that person in line with their roles and responsibilities, or refer them to an appropriate person. Where a concern cannot be addressed to the satisfaction of the person concerned through an informal process, the person is to be made aware of the TMoNRT feedback process, and referred to the Communications Officer for further assistance with lodging a negative feedback. Negative feedback process (Tier 2): Where a report is clearly a service related issue in relation to an act or omission in a specific work activity or the like, then the report will be forwarded to the relevant manager who, in conjunction with a person nominated by the Chief Executive, will carry out an investigation. All reports will be documented and maintained by the Communications Officer, which will track the progress and outcome of all investigations. Where the report is about some other issue the Chief Executive and Communications Officer will review each report (in conjunction with the HR Manager where appropriate), and allocate the issue to the appropriate person for investigation. An Investigation Report form will be issued with the matter to the appointed investigating officer, who must complete and return the form to the Communications Officer for archiving along with any other investigatory documentation once the investigation is complete. Investigations should be completed within 28 days unless there are serious extenuating circumstances, and in this case the Communication Officer should be informed.

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

The investigating officer must take due consideration of any potential confidentiality issues in the report. The person who raised the alert is to receive feedback in broad terms about the outcome of the investigation and that decision will be final. Where the matter relates to the Chief Executive, the Communications Officer must raise the matter with the Chairperson of the Board. Reporting mechanisms: 1. Fill out a Feedback form on the TMoNRT website www.ngatirangitihi.iwi.nz These forms are directed to the Communications Officer who documents the information into the continuous improvement system and forwards it on to the Chief Executive. 2. Send an email direct to the Communications Officer communications@ngatirangitihi.iwi.nz These forms are directed to the Communications Officer who documents the information into the continuous improvement system and forwards it on to the Chief Executive. 3. Phone the main office 07 322 2452 and ask to speak to the Communications Officer. The Communications Officer will document any calls into the continuous improvement system and then alert the Chief Executive. 4. Send a letter to the Chief Executive. The letter is then passed on to the Communications Officer who documents the information in the continuous improvement system. The Chief Executive will include a list of issues and outcomes in the Trustee Report each month. Feedback Procedure Flow charts setting out the feedback processes are given below.

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

Internal Feedback Flowchart:

Feedback Lodged with Manager

Verbal

Written

Informal Process Resolved

Outcome Satisfactory to both parties acceptance

Yes

No

Continuous Improvement Form to be completed, signed off and archived

Formal HR process begins

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

External Feedback Flowchart:

Feedback Lodged with Manager

Verbal

Written

Continuous Improvement Form to be completed

Informal Investigation process (Communications Officer / CE / HR)

Improvement or Change Identified and Implemented

Outcome Satisfactory

Yes

No

Continuous Improvement Form to be completed signed off and archived

Formal Complaints Process begins

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz

FEEDBACK POLICY AND PROCEDURES

Negative Feedback Flowchart:

Receipt of Negative Feedback

Screening of Negative Feedback

Screened Out

NEGATIVE FEEDBACK HANDLING

Facilitation Successful

Negative Feedback of a Serious Nature

Formal Discussion / Facilitation Process

Outcome Documented

Facilitation Unsuccessful

Formal Investigation

Outcome Documented Feedback provided to person who raised the alert

3 Onewairere Place, PO Box 7. MATAT. New Zealand 3168. ph: +64 7 3222 452 website: www.ngatirangitihi.iwi.nz