Resolving complaints

Complaints Process

AFS Intercultural Programs, New Zealand (AFS NZ) is committed to ensuring high quality experiences for all of its participants.
We welcome and invite feedback of a positive or critical nature as the basis for continuous improvement of our programs and services.

You may lodge a complaint about any matter that has occurred in your dealings with AFS NZ, whether this is with a local volunteer, AFS NZ Staff member, or a member of the AFS NZ Board of Directors.

If your complaint concerns the immediate welfare of a current student, host family or other AFS participant and requires URGENT attention, please contact your local volunteer or the AFS National Office Support Coordinator on 0800 600 300 or rachel.ford-hathaway@afs.org

In responding to your complaint, we will be committed to the adhering to the following principles:

  1. Prompt action:  Your complaint will be acknowledged once received.  A detailed response will generally be provided to you ASAP.  If we are unable to respond within 4 weeks we will advise you of the reasons for delay and expected date on which our response will be provided;
  2. Objectivity: Your complaint will be investigated by a senior volunteer or staff member who was not involved in the situation about which you are complaining;
  3. Confidentiality: The privacy of all involved in the situation that is the subject of your complaint, and confidentiality will be respected;
  4. Responsiveness:  Our response to you will address to specific matters of your complaint and provide details of what we intend to do to address the issues raised in your complaint;
  5. Low cost:  We will strive to minimize any expense involved in your submission of a complaint to AFS NZ;
  6. Opportunity for Review:  If you are dissatisfied with the response initially provided your complaint, you may request escalation for further review, to a more senior staff member, or the Board of Directors of AFS NZ.
  7. Convenience:  You may make your complaint verbally or in writing, in person, by telephone, or email.  If you make a verbal complaint, we will create a written record of your complaint and provide it to your with our acknowledgement for your record.

How can I make a complaint?
Choose one of the following options:

  1. Raise your complaint with a local AFS volunteer;
  2. Write to theNational Director, AFS Intercultural Programs, NZ, PO Box 5662, Wellington 6145
  3. Telephone AFS NZ’s National Office toll free on 0800 600 300
  4. Email your complaint to the Programme Manager diana.rennie@afs.org