IN-CONFIDENCE
[11 March 2025]
Whāia Te Māramatanga (Grievance) Number/s: [xxx]
Tēnā koe [name],
► What you told us [summary of grievance]
You made a complaint on the xxxx, about xxxxxx
► What we did [list
avenues you took to gather evidence]
The Grievance Panel ([add first names]) spoke to you on [date] to get more information from you
about your concerns and what the grievance panel can do to help.
[We also spoke to [other rangatahi/ staf etc] to help us understand the full picture.]
[We looked at video footage to help us understand the full picture.]
► What we found [List
the findings of your investigation]
When we met with you, you told us [did the YP provide any more clarity]
[mention any extra information from staff or other YP that provided more clarity]
► What we decided [what are your recommendations]
We have made a recommendation to [the residence manager] that [any recommendations]
IN-CONFIDENCE
XXXX, we appreciate the time you took to write your Whāia te Māramatanga and meet with us on
[day i.e Monday] and we wish you all the best for the future.
Ngā mihi nui
xxx, xxx, and xxx
Grievance Panel
I have read and I understand this letter stating the outcome of my complaint
I have had the outcome and reasons for the decision explained to me
Please tick ONE box
My complaint has been
sorted
My complaint has
not been sorted but I
do not wish to take it further
My complaint is
not sorted and would like the Ombudsman to look into (investigate) my
complaint
(please note – you have 7 days to ask for this review)
Signed
Date
Please photocopy this GP Outcome Letter. Ask the tamariki/rangatahi to complete and sign
and return the original signed copy to the Quality Lead. The tamariki/rangatahi are to keep
one copy with them and one copy for them to take when they leave the residence.
IN-CONFIDENCE
To
[Name], Residence Manager
Child/Young Person
[Name]
From
Grievance Panel, [Name of
Panel members]
Date of Grievance
[Date YP wrote WTM]
Cc
[Name], Grievance
Coordinator/Quality Lead
Date Review Referred
[Date Residence sent to GP]
Investigation Date(s)
[Dates]
Date Review Completed
[Date outcome given to YP]
Complaint Type
i.e Staff Physical, Staff Verbal,
Resident Physical… etc]
Grievance Number
Tasks of the investigator
Review: A reconsideration. This requires: the examination of the process utilised; the timeliness of the process
against the standard operating procedures and provisions of the Residential Care Regulations; an examination of all
documents associated with the investigation; a discussion with the child or young person concerned to ascertain their
views; and any clarification necessary with the grievance coordinator or manager as to: policy, regulations, legislative
and practice guidelines.
Investigation: An enquiry to establish the truth. This requires all of the above and: conducting interviews of all key
informants; an analysis of all relevant documents provided e.g. incident reports and internal records.
Overview/Background of Grievance –
include a sequence of events and any relevant contextual issues [write comment here]
Details of Persons Contacted/ Interviewed – Name, relationship to child/young person, date
[write comment here]
Details of the interviews (can attach interview notes/records separately)
[write comment here]
List Documentation/ Records checked – files, log books, incident reports and any other relevant documentation. List
any relevant policy, procedures and legislation i.e. SOP’s, Regulations
(attach copies)
IN-CONFIDENCE
[write comment here]
Discussion (analysis of the information gathered leading to the findings; addressing preferred outcome of C/YP)
[write comment here]
Findings – tick as appropriate and state the reasons for this decision
Justified
Unjustified √
[write comment here]
Recommendations (Any changes in policy or procedures required; practice or performance issues identified)
[write comment here]
Signed Panel Member
Date
Signed Panel Member
Date
Signed Panel Member
Date
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Whāia te Māramatanga
Guidance for Outcome
Letters
Purpose:
The purpose of this guidance is to provide Quality Leads and Investigators with the practical
examples of what to include when writing the Residence Managers Outcome letter.
The below guidance covers the following key domains:
• Practice Guidance for Outcome letters
• Examples on how to respond to tamariki and rangatahi.
Practice Guidance for Outcome letters: (make them easier to read (e.g., child-friendly language,
shorter sentences, reasonable font and good spacing)
• Thank them for raising their voice and using the grievance system
• Describe what the young person raised so they understand you heard them. Include a
statement relating to what the young person said they wanted to get out of making the
grievance.
• Outline any supports that were put in place while the investigation occurred. - This is an
opportunity to highlight how you supported their emotional and physical welfare in cases
where young people may have felt vulnerable.
• Outline briefly what you did to investigate. e.g. what documentation was reviewed, or key
interviews. - this helps to demonstrate that a robust investigation occurred.
• What informed your decision. What the decision is, and any actions or recommendations.
• Wrap up with a statement that acknowledging their courage to raise their voice.
Examples on how to respond to tamariki and rangatahi:
• After listening to you and hearing al of the information, I agree / do not agree with your
grievances / complaint and from this recommend the following actions occur.
• In terms of your concern that (Staff Name) does not listen and talks loudly over you, I have
been able to confirm that this occurred and agree that this was not appropriate.
• In terms of your concern that (Staff Name) held grudges against you, and your belief that she
was disrespectful, while we respect this may have been your experience, I have not been able
to confirm what you have told us and therefore, I am unable to agree with your grievance.
• your grievance investigation has also now been completed, and have we agreed that (nature of
the grievance)
• we were not able to agree with your request to (nature of the grievance).
• Based on the information available, I agree / do not agree
Whāia te Māramatanga Investigation tips and Guidance for Outcome Letters Dec 2023
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Guidance for Outcome
Letters
• We agree your complaint needs further actions to be taken / have decided that your complaint
does not require any further actions because
Whāia te Māramatanga Investigation tips and Guidance for Outcome Letters Dec 2023
IN-CONFIDENCE
Whāia te Māramatanga
Investigation Report
Grievance Number:
To
Child/Young Person
From
Date of Grievance
Cc
Date Investigation
Al ocated
Investigation Date(s)
Date Report Completed
Tasks of the investigator
• Complete the investigation within the SOP timeframe of 14 days - unless it is agreed with both the child/young
person and manager that this is not possible (use the
Outcome Notification Letter template).
• Meet with the child/young person to agree on the grievance(s) to be investigated.
• Conduct interviews with all those involved in the grievance.
• Keep a careful record of all interviews to provide evidence for your findings and recommendations. Should the
grievance be referred to the Grievance Panel or Children’s Commissioner these records will also be required for
scrutiny.
• View, record and attach any relevant information.
• Complete this Grievance Investigation Report, giving your findings and recommendations about the grievance.
• Inform the Manager immediately if the investigation uncovers anything that may require disciplinary action in
relation to staff.
The purpose of the grievance investigation is to elicit information about events and put this in the context of the
legislation, policies and standard operation procedures to identify whether the actions taken were appropriate.
Approach the investigation with an open mind. Remember that all the information will be required before you can
reach a solution.
Keep in mind that the grievance may have more then one part to it this wil be recorded as grievance number XXX part
A, B, C), and as such you need to consider an outcome and recommendation for each part of the grievance.
Overview/Background of Grievance –
include a sequence of events and any relevant contextual issues
•
Background
Please complete the Investigation Report, sign it and attach copies of incident reports and other relevant
documentation and return to the Grievance Coordinator
IN-CONFIDENCE
Whāia te Māramatanga
Investigation Report
Investigation Details
Details of Persons Contacted/ Interviewed – Name, relationship to child/young person, date
Details of the interviews (can attach interview notes/records separately)
List Documentation / Records checked – files, log books, incident reports and any other relevant
documentation. List any relevant policy, procedures and legislation ie, SOP’s, Regulations
(attach copies) What documents would you review?
Discussion (analysis of the information gathered leading to the findings; addressing preferred outcome of
C/YP)
Please complete the Investigation Report, sign it and attach copies of incident reports and other relevant
documentation and return to the Grievance Coordinator
IN-CONFIDENCE
Whāia te Māramatanga
Investigation Report
Provide your findings, giving relevant information gathered from interviews and records
Findings - tick as appropriate and state the reasons for this decision
Agree / Justified
Do not agree / Unjustified
Recommendations ( Any changes in policy or procedures required; practice or performance issues)
Signed Investigator
Date
Signed Manager
Date
Please complete the Investigation Report, sign it and attach copies of incident reports and other relevant
documentation and return to the Grievance Coordinator
IN-CONFIDENCE
Whāia te Māramatanga
Investigation Report
Please complete the Investigation Report, sign it and attach copies of incident reports and other relevant
documentation and return to the Grievance Coordinator
Document Outline
