We want customers to have a great experience when they deal with us. If you are concerned about how we do our work or the decisions we make, please get in touch. Here’s how you can make a complaint and what you can expect us to do.

How to make a complaint

You can make a complaint using our Feedback form.

What you can complain about

You can complain about:

  • what we’ve done (or haven’t done) about something we’re responsible for
  • how you or someone else have been treated by our staff, or our suppliers or contractors
  • how we gather information for investigations, regulatory compliance or enforcement
  • anything else about the work we do or decisions we make.

Note: This process does not cover complaints about regulatory decisions. These need to be resolved within the legal framework that led to the decision. 

Our complaints process

  1. Acknowledgement: We will acknowledge your complaint within 48 hours.
  2. Investigation: We will investigate your complaint as soon as possible.  
  3. Response: You can usually expect a response within 20 working days.

How we review complaints

When reviewing complaints

We will:

  • investigate the complaint without any bias or prejudice
  • prevent any conflicts of interest by using an independent process, if necessary
  • respect the privacy of everyone involved
  • consider all the information before making a decision
  • respond to the complaint as quickly as possible (usually within 20 working days)
  • keep a record of the complaint and what was found, to make sure we learn from the experience.

If you’re not satisfied

If you’re not satisfied with our response to your complaint, you can ask us to reconsider it. You can also talk to the Office of the Ombudsman or the Privacy Commissioner.  

Our complaints process is based on the Office of the Ombudsman’s guide: Effective Complaint Handling. 

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Contact Kōrero whakapā

For general enquiries:

customersupport@linz.govt.nz