2011-Jun 17: Complaints and Feedback process and Ombudsmen Act complaints

Visa Pak 21- Information about Complaints and Feedback process and Ombudsmen Act complaints including full process and guidelines for complaints submitted.

Visa Paks

17 June 2011

Complaints and Feedback process and Ombudsmen Act complaints

The Office of the Ombudsmen has recently confirmed that it intends to write to new complainants to advise them that making a complaint to INZ through both stages of the Complaints and Feedback process is considered to provide an adequate alternative remedy to which it would be reasonable for complainants to resort (section 17 (1) (a) of the Ombudsmen Act 1975 refers).

This means that INZ has an opportunity to address complaints before they are investigated by the Ombudsmen. In effect, this is a vote of confidence by the Ombudsmen in the Complaints and Feedback process so it is timely to remind ourselves of the key commitments made to clients via INZ’s website, with regard to the Complaints and Feedback process :

Principles
Complaints will be assessed in accordance with the following principles:

  • We acknowledge our mistakes and put them right if we can.
  • We will treat complaints with priority and give a timely response.
  • We will be fair.
  • We will try to see things from the client’s perspective and understand, and therefore, address why they think we were wrong.
  • We will not be defensive of existing decisions - we will take a genuine fresh look at the issues raised.
  • Someone other than the original decision maker will look at the individual case on its own merits.

See the INZ website for the full process and guideline documents.