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Complaints Process
We take all complaints seriously and are committed to addressing them in a fair, respectful, and timely manner.
This process outlines how you can raise a concern with HERA (Heavy Engineering Research Association Ltd) and what you can expect from us in response.
He aha te mea nui o te ao? He tāngata, he tāngata, he tāngata
What is the most important thing in the world? It is people, it is people, it is people.
Our approach
Complaints Process
We take concerns seriously and are committed to addressing them promptly and fairly.
1. Raise the issue with the staff member directly.
Many concerns can be resolved quickly through direct discussion.
2. If unresolved, escalate to their manager.
If the issue isn’t resolved or you’re unable to resolve it directly, please contact their manager.
3. If the complaint is about the CEO:
Raise it directly with the CEO. If not resolved, escalate to the Chair of the Board.
To submit a complaint, please include the following:
- a clear description of your concern;
- who the complaint is about;
- what steps you’ve taken so far (if any); and
- any relevant dates or documents.
All complaints will be handled respectfully and in confidence where possible.