Fire and Emergency New Zealand complaints report prompts procedural changes
Iain Hoey
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Handling failures prompt public apology in New Zealand volunteer complaint case
The Public Service Commission has published its Review of a Series of Complaints made to Fire and Emergency New Zealand, examining how complaints from former volunteer Sarah Hullah were addressed over nearly a decade.
According to Fire and Emergency New Zealand, the organisation has accepted all 33 findings presented in the review and confirmed that a resolution has now been reached with Ms Hullah.
The review focused on complaints initially raised in 2016 and included allegations related to the former New Zealand Fire Service, which has since been incorporated into Fire and Emergency New Zealand.
Public apology and culture change commitment
Fire and Emergency New Zealand issued a public apology in response to the findings.
Chief Executive and National Commander Kerry Gregory said: “On behalf of Fire and Emergency and its predecessor organisation, the New Zealand Fire Service, I apologise publicly and unreservedly to Ms Hullah for the failure to properly investigate her original complaint and the series of complaint handling failures that followed.”
Gregory added: “We are striving to become a different organisation.”
He stated that the agency is undergoing a culture change programme designed to create a safer and more inclusive workplace.
Review findings align with previous cultural inquiries
The complaints addressed in the latest review were made during the same period covered by two earlier independent inquiries.
Fire and Emergency New Zealand explained that the earlier inquiries also identified failings in how complaints were historically managed.
The organisation said the review’s findings were consistent with the issues raised in the earlier investigations.
It reported that recent changes include new structures and processes for managing complaints.
Independent service introduced for complaints management
Fire and Emergency New Zealand said it has introduced an external complaints service to handle future concerns.
The organisation noted that the service specialises in conflict resolution and complaints management.
Gregory stated: “Fire and Emergency’s new independent complaints service puts people at the heart of the investigation. I am confident that if complaints like those addressed in the review occurred today, they would be handled through a more robust and transparent process.”
He added: “Bullying, harassment, and victimisation have no place in Fire and Emergency, and we take all allegations of any such behaviour very seriously.”
Fire and Emergency New Zealand complaints report prompts procedural changes: Summary
The Public Service Commission released a review into complaints made by former Fire and Emergency New Zealand volunteer Sarah Hullah.
The review found that Fire and Emergency had mishandled a series of complaints dating back to 2016.
Fire and Emergency accepted all 33 findings in the report.
The organisation has also reached a resolution with Ms Hullah.
Chief Executive Kerry Gregory issued a public apology on behalf of Fire and Emergency and its predecessor, the New Zealand Fire Service.
The complaints were made during the period reviewed in two previous independent inquiries into organisational culture.
Fire and Emergency confirmed that the review findings were consistent with those earlier inquiries.
The organisation stated that it has implemented structural reforms to improve how complaints are handled.
An independent complaints service has been introduced.
The service specialises in conflict resolution and transparent investigations.
Gregory said the current approach ensures greater accountability and safety for staff.