Tairawhiti EAP Rongoa Services
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Cancellation Policy
If you have prepaid for your booking prior to cancellation, you retain the option to rebook within a two-month period. Please be advised that refunds are not provided unless your mirimiri practitioner either reschedules or cancels your appointment due to illness or a tangi. **Complaint Process ** 1. **Initial Contact**: If you have a complaint regarding your booking or mirimiri experience, please contact us directly via email. Make sure you include your booking reference number and a brief description of your concern. 2. **Documentation**: When submitting your complaint, provide any relevant documentation such as receipts, confirmation emails, or notes from your session. This will help us understand the situation better. 3. **Acknowledgment**: Once we receive your complaint, we will acknowledge it within 48 hours (except during Public Holidays and Christmas Breaks). This will confirm that your issue is being addressed and that we will follow up with you shortly. 4. **Investigation**: We will review your complaint, looking into all details provided and consulting with the relevant parties involved, including the mirimiri practitioner if necessary. This process may take up to 14 days. If you have an Advocator, we have the option to wait for their response on your behalf before proceeding to the next process. 5. **Resolution**: After the investigation, we will provide a response outlining our findings and any actions that will be taken. If your issue is validated, we will discuss potential resolutions, which may include rebooking options. 6. **Escalation**: If you are not satisfied with the resolution provided, you can request a further review. Please submit your request in writing, outlining your reasons for escalation. This will be reviewed by a senior management member. 7. **Final Decision**: We aim to resolve complaints as swiftly as possible, but please allow up to 30 days for a final decision in case of escalation. 8. **Feedback**: After your issue has been addressed, we encourage you to provide feedback regarding the complaint process. This helps us improve our services. For any immediate concerns, feel free to contact us during regular business hours. Thank you for your understanding and patience as we work to resolve your issue.
Contact Details
59 Moana Road, Okitu, Gisborne, New Zealand
+64274514596
admin@manaakitangataconsultants.co.nz