What happens when you make a complaint
This section explains what we’ll do and what your options are if you make a complaint.
26. If you make a complaint to us, we’ll:
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acknowledge receipt within 5 business days of receiving your complaint
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give you the name and contact details of the person handling your
complaint
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refer it to our internal dispute resolution process
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have someone experienced, who has not been handling your case, fully investigate your complaint if you request it
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respond to your complaint within 10 business days of the date we have all the information we need to determine your complaint. If we have to do more work or ask for more information, we may agree a reasonable timeframe with you
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update you at least once every 20 business days, or another time interval we may agree with you, until your complaint is resolved
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tell you that complaints can sometimes be held up because we need information from third parties, but if this happens we will keep you informed.
We’ll keep an open mind to resolving complaints through negotiation, conciliation, and mediation
27. We’ll first try to resolve your complaint through our internal dispute resolution process within two months of you lodging it. If we can’t do this to your satisfaction, we’ll:
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explain our reasons to you in writing
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offer you a ‘deadlock’ letter so you can take your complaint to our external dispute resolution scheme
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tell you which scheme we’re registered with and give you their contact details.
28. We’ll explain that you can take your complaint to our external dispute resolution scheme after two months, if you don’t want to continue trying to resolve your complaint through our internal dispute resolution process. You don’t have to do this.
29. If you think you’ve been discriminated against you can contact the Human Rights Commission on 0800 496 877 or through its website www.hrc.co.nz.
