2015-Aug 21: CCRP Review

Visa Pak 225 - Reminder to staff about the CCRP Review and key recommendations.

Visa Paks

21 August 2015

CCRP Review

As most of you know, last year INZ commissioned an external consultant (Stephanie Coutts) to conduct a review of INZ’s Client Complaint Resolution Process (CCRP).   The review was completed in June this year, and it made 26 recommendations with respect to INZ’s complaints process.  Some of the key recommendations were the adoption of a new definition of what should be considered a complaint, the establishment of a centralised complaint management process, and the implementation of a regular reporting and analysis regime so that any systemic or emerging issues associated with complaints are visible.

The Immigration Leadership Team has agreed in principle to the recommendations, and Service Design and Performance will now examine how best to implement them. 

The CCRP Review Team (Stephanie and Mike Harvey) are grateful for the helpful input INZ staff have offered in the past months.  If you would like to continue to provide ideas, concerns, or feedback in the coming months, please contact Mike. 

The link to the final review report can now be found here.