1. Reach out to the crew
Email [email protected] with the session name, date, facilitator, and a summary of what happened. Let us know how we can contact you safely.
Your voice matters
Complaints & Feedback
Whakatau Mai exists because of community trust. If something does not feel right—whether it is a technical issue, a breach of safety, or words that hurt—please tell us. We take every concern seriously and will work alongside you to put things right.
How to make a complaint
2. We respond within two working days
A senior team member will acknowledge your email, offer immediate support if needed, and outline next steps.
3. Resolution plan
We investigate with care, keep you updated, and co-design a solution—this might include facilitator coaching, process changes, or co-facilitated restorative conversations.
You are welcome to request a Zoom hui or phone call instead of emailing. Simply let us know your preferred contact method and times.
What to include
- Date and name of the session or resource that caused concern.
- What happened in your words, including any screenshots or chat logs that might help us understand.
- How it affected you and any immediate safety or wellbeing support you need.
- What you would like to see change—for yourself, for the facilitator, or for future guests.
We can provide a support person to help you write the complaint if that feels easier.
If you need urgent support
Contact our on-call peer support crew via [email protected] with the subject line "URGENT".
Outside Whakatau Mai hours you can call or text 1737, contact your GP, or dial 111 in an emergency.
Escalation pathways
If you are unhappy with our response, you can escalate to:
- Changing Minds CEO — [email protected]
- Health and Disability Commissioner — 0800 11 22 33 or hdc.org.nz
- Privacy Commissioner — 0800 803 909 or privacy.org.nz
Celebrate the good stuff too
We love receiving shout-outs and success stories. Email us when a facilitator or session supported you—we make sure the feedback reaches them and the funders who keep Whakatau Mai free.
