The Department of Internal Affairs

localcouncils.govt.nz

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Local Government in New Zealand - Local Councils

 

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Complaints Procedure

If you wish to make a complaint to the Department of Internal Affairs, please contact one of our offices, or send an email to complaints@dia.govt.nz. Our Customer Service Complaints Policy follows below.

Customer Service Complaints Policy

The purpose of this policy is to promote commonsense resolution of customer service complaints.

Often the quickest and most satisfactory way of dealing with complaints is for the customer to deal directly with the business unit which provided the service. This gives the business unit and the customer the opportunity to discuss the matter to come to a quick resolution. It also enables both parties to understand the issues and assists in ensuring that mistakes are not repeated.

Customer service complaints will be acknowledged within five (5) working days of receipt.

Within ten (10) working days of receiving a complaint, the business unit manager will determine whether the complaint requires further investigation, will start an investigation if one is needed, and decide how much, if any, additional time is required to resolve the complaint.

The customer will immediately be informed of the action taken, and the expected time before resolution.

If the complaint cannot be resolved to the satisfaction of both parties, the complaint will be referred to the Department's chief executive for resolution.