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​​Speak Safe @ Fair Way​

Independent support to work through issues and manage complaints.

If you experience an issue or concern while working or volunteering for Fire and Emergency New Zealand, you can contact Speak Safe @ Fair Way for a range of external support options.

Issues, concerns, and complaints

Whether you’re looking for a bit of guidance so you can self-manage an issue or you want to formally raise a complaint, you can get in touch with Speak Safe @ Fair Way. Fair Way is an independent organisation that specialises in conflict and complaints. All Fire and Emergency New Zealand staff, including volunteers and contractors, can access their services.

Speak Safe @ Fair Way is free, confidential, and independent. You can get in touch by:

When you get in touch, the Speak Safe @ Fair Way team will listen and ask questions to understand what’s going on for you. All conversations are confidential and any identifying details about you and your issue or complaint will only be shared with others, including Fire and Emergency, if you give permission.

Fair Way will take time to understand what you’re experiencing and whether you could benefit from other support options. In addition to their services, they can connect you with the options available to you in Fire and Emergency and with other external providers. More information on these options can be found on the Seek Wellbeing Support page.

Based on your needs, Speak Safe @ Fair Way will recommend next steps from the options below.

Enquiries and coaching service

Speak Safe @ Fair Way’s Kāpehu service is a safe place for you to turn to if you’d like some support to overcome issues, challenges and conflict that occur through your Fire and Emergency work.

What to expect

If you’d like some advice or you’re not sure whether you want to raise or progress an issue, making an enquiry to Kāpehu is a good place to start. Kāpehu means ‘compass’ and a Kāpehu session will guide you through any issues you experience at work, support you to decide the next steps, and develop the appropriate skills to act. The service is independent from Fire and Emergency and completely confidential.

When it can be useful

You can contact Kāpehu for any reason, for example if you need to have a difficult conversation with a team member or if you feel like you’re experiencing an issue but aren’t sure what to do next. Anyone experiencing a challenge can benefit from a conversation with Kāpehu – including people-leaders and managers. Kāpehu is a safe space to talk about work, create a plan and get guidance.

How to get started

You can contact Speak Safe @ Fair Way directly to arrange one-on-one Kāpehu sessions with practitioners experienced in conflict resolution. With Kāpehu you always remain in control and can choose the pathway that’s best for you.

Find out more

For more information on the Kāpehu service please visit the Speak Safe @ Fair Way site(external link).

Alternatively, you can get in touch by:

External management service 

A safe and confidential way to raise complaints about behaviours or actions that don’t measure up to Fire and Emergency values.  

Raise an issue 

If you’d like to raise a complaint independently, get in touch with Speak Safe @ Fair Way.  

Their friendly and supportive team will work with you to understand your concerns, gather supporting information, and to capture your complaint. They’ll listen, explain how they can help, and help you decide what to do next.  

Choose your path 

There are different pathways available to navigate your complaint: 

Option About  
Enquiry – remains confidential  If you wish to report something but don’t want any further action taken, Fair Way can report it as an enquiry which means no identifying information is made available.
Facilitation – find a way forward  Through the triage process Fair Way can help you concisely describe the concern or complaint and the impact it’s had or is having for you. They might be able to help you identify potential opportunities for resolving the matter quickly. 
Investigation – finding out the facts  For some matters, Fair Way can conduct an independent investigation into the complaint (see below for more information). 
Fire and Emergency – internal process  In some cases, a complaint may need to involve Fire and Emergency. If so, Speak Safe @ Fair Way can help you get your complaint to the right place. Your complaint won’t be progressed, nor will your personal information shared with Fire and Emergency, without your permission. 

No matter what the issue and recommended pathway are, remember you’re in control. Before any further steps are taken, Fair Way will ensure that you’re the one making the decision to proceed. 

Your information 

Each month Fair Way will provide some high-level reporting to Fire and Emergency (e.g., enquiry numbers, region etc.) but no identifying details are provided in these reports. If Fair Way need to share your personal details to help resolve your complaint, for example by referring you to Fire and Emergency, they’ll let you know and ask your permission first.

Find out more

For more information on the external complaints service please visit the Speak Safe @ Fair Way site(external link) (external). 
Alternatively, you can get in touch by: 

Finding out the facts 

If your issue involves bullying, harassment, sexual harm, or if there’s a power imbalance, then an independent investigation is likely. An independent, impartial third party can get to the heart of a problem.  

What to expect 

Fair Way will independently manage the investigation, ensuring the integrity of the process and findings. They start by creating a terms of reference for the scope of the investigation. An investigation might include interviews with you or your team, reviewing processes and policies, and looking into the facts behind a particular matter. It’s important that all parties participating in the investigation phase do so in good faith. Fair Way will manage the process in confidence and with sensitivity, directing the scope of the investigation and the timeframes for completion of each phase. 

After the investigation 

If further support is required following an investigation, for example training or facilitated conversations with the team, Speak Safe @ Fair Way may be able to provide wraparound services, or help you understand what is available to you.  

After the findings are delivered, they’ll put in place check-ins to follow up on progress after the investigation. 

Find out more 

For more information on the independent investigations service please visit the Speak Safe @ Fair Way site(external link). 
Alternatively, you can get in touch by: 

Find out more 

For more information you can visit the Speak Safe @ Fair Way site (external). 

Whichever pathway is right for you, there is one point contact. Simply get in touch with Speak Safe @ Fair Way(external link) to access any of the services or to find out more.  

Other options 

There’s ‘no wrong door’ approach to managing complaints and issues. You don’t have to use Speak Safe @ Fair Way. You can raise your issue or concern wherever you feel most comfortable – either at Fire and Emergency or Fair Way. They’ll help you make the decision that’s right for you about how to proceed. You can also find information about seeking wellbeing support on the Portal. 

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