Skylight Complaints Procedure - (Summary)

We welcome feedback and take complaints seriously. Here is how complaints are handled:

What Can You Complain About?

• Any service provided by Skylight, including those by contracted providers.

• Complaints may be made by you or someone on your behalf (e.g. a parent, friend, or advocate).

• We may require consent to respond to complaints about someone else.

• Complaints are accepted in any format and treated with priority.

What Happens Next?

• All complaints are confidential.

• We acknowledge complaints within 5 working days.

• We aim to respond within 21 working days. If more time is needed, we will keep you informed.

• Complex complaints are updated monthly until resolved.

• Sensitive complaints involving SEAH or Fraud are referred to the Chief Executive.

• Complaints are directed to the relevant Manager for resolution.

Send your written complaints to: [email protected]

If You are Not Satisfied

You may also contact:

• Your local Member of Parliament

• The Minister for Social Development

• The Ombudsman or Privacy Commissioner

When you use a Health and Disability Service in Aotearoa New Zealand you have the protection of the Code of Health and Disability Services Consumers’ Rights.