Changing how we manage complaints
We are changing the way we manage complaints - from initial enquiries through to resolution.
Eke Taumata
About Eke Taumata
Eke Taumata is a new programme established to support Fire and Emergency to achieve long-term workplace culture change and ensure a positive work experience for our people.
Part of the remit of Eke Taumata is to respond to the recommendations in the Te Kawa Mataaho Public Service Commission review released in December 2022. You can find the full review and recommendations(external link) on Te Kawa Mataaho’s website.
The recommendations fall into five key themes:
- Strong and accountable leadership
- Clear expectations and consequences
- Diverse leaders and workplace
- Improved people management
- Independent determination of complaints.
If we want to change our culture, we need to do more than implement the recommendations. We also need to recognise the intentions behind the recommendations and make the systemic changes needed to build a workplace defined by respect and inclusion.
We have a collective responsibility for this mahi – Eke Taumata is about our values and who we are and want to be as an organisation.
We’re committed to doing this right, which means taking the time to understand, to build a strong foundation and then to move forward together in the right direction.
Changing how we manage complaints
We are partnering with external provider, Fair Way | Kia Tau to deliver our independent enquiries and complaints service. Currently, we are working with Fair Way to finalise the shape of the new service and ensure it meets the needs of our people. More information about what you can expect if you need to make an enquiry or complaint will be available soon.
More information about the new service, the decision and the new operating model is available on our Changing how we manage complaints page.
You can read the Decision document on Portal. [PDF, 476 KB]
Current cases
We are committed to ensuring that work to resolve current active cases will continue uninterrupted.
If you are currently going through a process with the BCO, things will continue without interruption. You will receive plenty of notice and support if things change before your complaint is resolved.
About our name:
Eke Taumata is the abbreviated version of 'Kia eke ki ngā taumata' – to aspire to greater level. 'Taumata' refers to a pinnacle or higher level. Other interpretations refer to taumata as being the top of a hill, an improved desired state or vision. In our context we can describe our own taumata or the desired state for our workplace. 'Eke' is a verb that in our context means to climb or embark upon. Together the two words describe our active journey to our desired improved state.
Volunteer brigade leader development and review process
Fire and Emergency is working to provide a better environment and experience for all of its people. One way we’ll achieve this is by building processes and learning opportunities…
Eke Taumata work being undertaken by the People Branch
Following the current state assessment work completed in mid-2023, the People branch will lead mahi for several recommendations from the Te Kawa Mataaho Public Service Commission review.
Support for people experiencing sexual harm
We are committed to providing a safe and respectful workplace free from sexual harm. It is never acceptable. Support is available if you have experienced sexual harm.
Wellbeing and support options
Use this page to get safety, health and wellbeing advice and support for you or your team.
Our current process for bullying and harassment complaints
We take complaints of unwanted behaviour very seriously. Bullying and harassment of any kind does not support our values or expectations of each other.