1 — What you can contact us about

You may contact Launchpad about any part of your experience, including communication, access, respect, consent, service quality, privacy, safety, fees, booking, programme arrangements or how a concern was handled. General feedback and ideas for improvement are also warmly welcomed.

2 — How to share feedback or make a complaint

You may:

• speak with the clinician or Clinic Director in person;

• email the Complaints Contact at admin@launchpadkids.nz;

• write to Launchpad Child Development Centre, 22 Wear Street, Oamaru, New Zealand;

• ask a family member, advocate or other support person to help you or speak with us on your behalf; or

• ask Launchpad to provide a secure form or another accessible way to communicate.

If you prefer not to give your name, you may provide anonymous feedback. We will still consider it, although anonymity may limit our ability to investigate, respond personally or clarify what happened.

Sensitive information
Please do not include payment-card details or more clinical information than necessary in a public website form. You can email us to request a secure Splose form for a detailed complaint or supporting documents.

3 — Information that may help

You can tell us as much or as little as feels comfortable. It may help to include:

• your name and preferred contact details, if you would like a response;

• the child’s or client’s name, if relevant;

• what happened, when it happened and who was involved;

• what impact it had and what you would like Launchpad to do; and

• any communication, cultural, accessibility or support-person needs.

You do not need to provide every detail before contacting us. We can help you put the information together and explain the next step.

4 — If there is an immediate safety concern

Launchpad will first consider whether anyone needs urgent support or protection. Call 111 if someone is in immediate danger or needs urgent medical help. A concern about possible harm to a child may also require Launchpad to act within its legal and professional responsibilities.

5 — What Launchpad will do

Launchpad aims to resolve complaints fairly, simply, promptly and respectfully.

1. We will listen carefully, check any immediate safety needs, clarify what you would like to happen and offer communication or support-person assistance.

2. We will acknowledge your complaint in writing within 5 working days, unless it has already been resolved to your satisfaction within that time. We will explain the internal process and external support options.

3. Within 10 working days after the written acknowledgement, we will decide whether we accept that the complaint is justified, do not accept that it is justified, or need more time to investigate.

4. If more time is needed, we will say how much. If more than 20 additional working days are needed, we will explain why.

5. As soon as practicable after a decision, we will provide the reasons, any action we propose to take and any further review or appeal option that applies.

6. If the complaint remains open, we will update you at intervals of no more than one month.

7. We will review what can be learned and make proportionate changes where needed.

6 — Possible outcomes

Depending on what happened, an outcome may include an explanation, apology, correction of information, service review, practical remedy, fee adjustment required by the applicable terms or law, staff learning, process change, safety action, referral or another reasonable response. We will not promise a particular outcome before the matter has been considered fairly.

7 — Privacy and complaint records

Launchpad will document the complaint and the actions taken. Information will be shared only with people who reasonably need it to respond, obtain advice, protect safety or meet a legal or professional responsibility. Complaint records are usually kept for 10 years after closure and may be kept longer while an investigation, claim, insurer, legal hold or safeguarding need remains.

You may ask for information Launchpad holds that is or may be relevant to your complaint, subject to privacy law and the rights of other people.

8 — Independent support and external complaints

You may seek independent support or make an external complaint at any time. You do not have to complete Launchpad’s process first if you do not wish to.

Nationwide Health and Disability Advocacy Service (free): 0800 555 050 | advocacy@advocacy.org.nz | advocacy.org.nz

Health and Disability Commissioner: hdc.org.nz

Office of the Privacy Commissioner (for privacy concerns): privacy.org.nz

9 — Accessibility, culture and support

Please tell us if an interpreter, NZSL, Easy Read information, a support person, a different communication method or cultural support would make the process easier. Launchpad will make reasonable efforts to support effective communication and a process that feels respectful and accessible.

10 — Contact

Complaints Contact: Krystal Salvador

Email: admin@launchpadkids.nz

Address: Launchpad Child Development Centre, 22 Wear Street, Oamaru, New Zealand

Version 1.0 | Effective 1 September 2026