Service Delivery Policy

Purpose

This policy outlines Kāpō Māori Aotearoa's commitment to providing accessible and culturally appropriate services to tāngata kāpō Māori. It sets out our principles and standards for service delivery, ensuring that our services meet the needs of our community while upholding Māori values and tikanga.

Scope

This policy applies to all services provided by Kāpō Māori Aotearoa, including but not limited to:

• Advocacy and support services
• Cultural and community programs
• Information and resources
• Training and development
• Partnership and collaboration initiatives

Service Delivery Principles

Our service delivery is guided by the following principles:

• Tino Rangatiratanga: Supporting self-determination and autonomy
• Whānaungatanga: Building and maintaining strong relationships
• Manaakitanga: Providing care and support with respect
• Kaitiakitanga: Taking responsibility for our services and their impact
• Accessibility: Ensuring services are available to all who need them
• Cultural Safety: Creating environments where Māori feel safe and valued

Accessibility

We are committed to making our services accessible by:

• Providing information in multiple formats (large print, audio, braille, electronic text)
• Ensuring physical spaces are accessible to people with diverse needs
• Offering flexible service delivery options (in-person, virtual, or hybrid)
• Using clear and simple language in all communications
• Providing appropriate support and assistance when needed

Cultural Appropriateness

Our services are delivered in a culturally appropriate manner through:

• Incorporating tikanga Māori into service delivery
• Respecting and valuing Māori knowledge and practices
• Ensuring staff have appropriate cultural competency
• Providing services in both Te Reo Māori and English
• Working in partnership with Māori communities and organisations

Quality Assurance

We maintain high standards of service delivery through:

• Regular monitoring and evaluation of services
• Staff training and professional development
• Continuous improvement based on feedback
• Compliance with relevant standards and regulations
• Transparent reporting and accountability

Feedback and Complaints

We welcome feedback on our services and have a clear process for handling complaints:

• Feedback can be provided in person, by phone, email, or in writing
• All feedback is acknowledged and responded to in a timely manner
• Complaints are handled confidentially and fairly
• We use feedback to improve our services

To provide feedback or make a complaint, please contact us at:

Kāpō Māori Aotearoa New Zealand Incorporated
Email: feedback@kapomaori.org.nz
Phone: 0800 770 990

Review

This policy will be reviewed annually to ensure it remains relevant and effective. The next review is scheduled for April 2026.