How We Work Together

How We Work Together

What You Can Expect From Catholic Social Services

Catholic Social Services (CSS) is part of the Catholic Diocese of Auckland. We provide social work, counselling, and support services to individuals and whānau.

You do not have to be Catholic or have any religious belief to use our services.

What guides our work

Respect for the dignity of every person

Kindness, fairness, and care

Cultural respect, including honouring Te Tiriti o Waitangi

Keeping people safe

Our commitment to you

Safe: Your wellbeing comes first

Respectful: You are treated with dignity

Non-judgemental: We do not discriminate

Client-centred: Your needs and choices matter

Culturally responsive: Your culture, identity, and beliefs are respected

We are here to support you

If something does not feel right, please tell us.

Contact Us

Your rights as a client

Be treated with respect

To be listened to and treated fairly

To have your culture, beliefs, and identity respected

Be safe

Your safety and wellbeing are our priority

Children and vulnerable people are especially protected

Be informed

Clear explanations about our services

Information about any limits to confidentiality

You can ask questions at any time

Make choices

To accept or decline services

To stop services at any time

To have support from an advocate or trusted person

Important information

Privacy and confidentiality

  • Your information is kept safe and private
  • Information is shared only when required by law or to keep people safe
  • You can access and request corrections to your information

Keeping children and vulnerable people safe

  • CSS has zero tolerance for abuse or harm
  • If we are concerned about safety, we must act
  • Information may be shared to protect someone
  • Safety comes before confidentiality
  • If there is immediate danger, we contact emergency services (111)

Your responsibilities

  • Treat staff and other clients with respect
  • Attend appointments, or let us know if you cannot
  • Share information honestly so we can support you safely
  • Follow privacy and safety rules

Access and inclusion

  • Interpreters or communication support can be arranged
  • Information can be provided in accessible formats
  • Please tell us what support you need

Give feedback or make a complaint

You have the right to give feedback or make a complaint at any time.

  • You will be listened to respectfully
  • You will not be treated unfairly for speaking up
  • Your concern will be taken seriously

You can raise concerns:

  • In person
  • By phone or email
  • Verbally or in writing

If needed, you are welcome to have support from an advocate or a trusted person when raising a complaint.

We will:

  • Acknowledge your concern
  • Explain what will happen next
  • Address any safety issues immediately
  • Escalate serious concerns promptly

Support or advocacy is available if you need it.

For complaints or feedback, please contact Catholic Social Services on (09) 378 9650 or fill in the form below.

"*" indicates required fields

1. Your details (optional)

Name

2. Which service did you receive?

Which service did you receive*

3. Overall, how would you rate your experience?

Overall, how would you rate your experience?*

4. Please tell us how much you agree with the following

I felt safe and respected.*
Staff listened to me and understood my needs.*
I received the support I needed*
My culture, identity, and beliefs were respected.*

5. Did our services make a positive difference for you or your whānau?

Did our services make a positive difference for you or your whānau?*

6. If children were involved, did you notice any positive changes?

If children were involved, did you notice any positive changes?*

7. What difference did our support make? (optional)

8. What did we do well? (optional)

9. What could we do better? (optional)

10. Would you recommend our service to others?

Would you recommend our service to others*

Taking your complaint further

If you are unhappy with the outcome of a complaint, you may:

Ask for an independent review

Have support from an advocate or trusted person.

Contact the funding or purchasing agency.

Contact Te Kāhui Kāhu – Social Service Accreditation.

External contact pathways

Catholic Diocese of Auckland
Phone: 09 360 3003
Email: [email protected]
Ministry of Social Development
Phone: 0800 878 770
Oranga Tamariki
Phone: 0508 326 459
Te Kāhui Kāhu – Social Service Accreditation
Website: www.tekahuikahu.govt.nz