2014-Oct 10: Client Complaint Resolution Process timeframes

Visa Pak 183 - Reminder for staff about expected Client Complaint Resolution Process timeframes

Visa Paks

10 October 2014

Context

  • The Client Complaint Resolution Process (CCRP) provides clients with an avenue to seek resolution of a complaint about the service they received from Immigration New Zealand (INZ).
  • The CCRP relates to all INZ services provided, not just visa processing.
  • Clients and stakeholders should have confidence that INZ has a complaints process that is readily accessible, fair, firm and fast.
  • Complaints need to be considered in a timely manner and should preferably be resolved informally in the first instance to prevent the need for clients to involve external agencies such as the Office of the Ombudsmen and the costs associated with engaging legal assistance.
  • Complaint information enables INZ to identify trends and training issues to enhance existing systems and processes.

Service Standard timeframes

Adhering to Service Standard timeframes ensures INZ is seen as being proactive and professional in all our interactions with our clients. The timeframes are:

Note: Complaints that are likely to take longer to answer than the timeframes above should have the timeframe extended and reason for delay noted (for example, multiple issues or actions of multiple branches).

For further information please refer to the CCRP guidelines (pdf, 56 KB) on the INZ website.

Action

Read the CCRP guidelines and follow Service Standard timeframes.