This process explains what you can do if you wish to raise a concern or complaint about Toitū Te Whenua or a matter under our responsibility.
We recognise that feedback can help us improve our customer service and compliance with our obligations.
As part of our 3 core values we take personal responsibility to be better everyday.
How to make a complaint about Toitū Te Whenua
You can email or write to us with the details of your complaint, or contact our customer service team to discuss your concerns.
Get in touch:
- Email us on firstname.lastname@example.org
- Phone us on 0800 665 463 (New Zealand only)
Phone us on +64 4 460 0110 (international callers)
- Use the New Zealand Relay Service (NZ Relay)
Please set out your concerns as clearly as possible to help us deal with your complaint quickly. Include:
- your name and contact details
- relevant dates, times and places
- a description of the issue
- details of any prior conversations, meetings or other steps you’ve already taken
- any other information you think is important and any relevant documents.
A complaint may include dissatisfaction with:
- our actions or inaction on a matter which we are responsible for
- the way you or someone else has been treated by a Toitū Te Whenua staff member
- the way in which we meet our obligations in managing our regulatory systems
- any other matter related to how we perform our duties, powers and functions
- how we gather information for regulatory compliance, law enforcement or protective security functions.
What may be not considered a complaint?
Submissions concerning a decision to be made: If a complaint concerns the decision that you believe Toitū Te Whenua should make on a current matter, we may note that as a submission rather than treat it as a complaint about Toitū Te Whenua.
You can make a submission to the Overseas Investment Office about another person’s planned investment in sensitive New Zealand assets.
The New Zealand Geographic Board receives submissions supporting or objecting to a proposal to discontinue, alter or make a new name official within New Zealand.
Toitū Te Whenua also invites submissions on current consultations.
A matter covered by a statutory process: The right to a review, rehearing or judicial review under legislation would be considered under the relevant Act. For example, an application for a rehearing under section 17 of the Land Act 1948.
If you submit a complaint regarding a matter that we are not responsible for we will let you know promptly and assist you with an alternate course of action.
If you have sent us a complaint by email, we will send you an acknowledgment to confirm we have received it. We will send you a letter of acknowledgement if you have posted a letter to us.
Your complaint will be assigned to a manager in the appropriate business area. They may contact you if they need more information.
We will respond to your complaint formally as quickly as we can.
Depending on the nature of the complaint, some areas of Toitū Te Whenua may have a specific process to follow to resolve the complaint.
Toitū Te Whenua principles
Toitū Te Whenua must act in accordance with law, reasonably and fairly.
|Fairness||We will look into your complaint appropriately and objectively.|
|Accessibility||We will provide a number of methods to submit a complaint.|
We will provide an overview of the process on our website.
We will ensure our correspondence does not use unnecessary jargon and is helpful.
|Responsiveness||We will acknowledge your complaint promptly.|
We will communicate with you regarding any delays in looking into and addressing your complaint.
If your complaint identifies a weakness or problem with a Toitū Te Whenua policy or service we will take steps to make changes to how we work.
|Efficiency||We will address your complaint as efficiently as possible and ensure that the correct staff are involved.|
If you disagree with the outcome of a complaint
If you are not satisfied with the outcome of your complaint you can ask us to reconsider the matter. Please provide sufficient detail as to why you believe the complaint should be reconsidered.
You also have the right to raise your concerns with the Ombudsman or the Privacy Commissioner.
The Ombudsman can consider complaints about the administrative acts and decisions of state sector agencies. The Ombudsman will ask you if you have first tried to resolve the matter with us directly, and will also consider whether you have any other remedy available. The Ombudsman may look into your complaint and make a recommendation to us regarding the concern you have raised.
The Privacy Commissioner can consider complaints about breaches of privacy and can inquire into any matter where it appears that an individual’s privacy may be affected.