How we process complaints
Information on how we process complaints and what we need from you.
On this page
Once the relevant team in MBIE receives your complaint you can expect that they:
- log the complaint in their register and acknowledge it
- assess it to make sure it is a complaint that MBIE can investigate, or needs to be referred to an appeal, disputes, mediation process or other agency etc
- contact you if they need more information
- keep you updated if a response is delayed
- independently manage your complaint from the person/people who are the subject of the complaint
- Handle your complaint in a manner that is:
- responsive and respectful
- transparent and accountable
- objective and fair
- confidential
Response times will vary between teams across MBIE and the complexity of the complaint. If a response cannot be provided in a short turnaround, and requires further investigation, this could take up to approximately 20 days.
MBIE also aims to apply a continuous improvement mindset by analysing feedback and complaints data to identify:
- recurring themes that may highlight systemic issues
- service, process and information inadequacies
- opportunities for improvement
Guidance on how to make a complaint
For guidance on how to make a complaint please refer to:
How to make a complain(external link)t — New Zealand Government
If you are unsatisfied with a response from MBIE to your complaint you can contact:
The Ombudsman
The Ombudsman can consider complaints about the administrative acts and decisions of state sector agencies. The Ombudsman will ask you if you have tried to resolve the matter with us directly first and will also consider whether you have any other remedy available. The Ombudsman may look into your complaint and make a recommendation to us regarding the concern you have raised.
Free phone: 0800 802 602
www.ombudsman.parliament.nz(external link)
PO Box 10152 Wellington 6143
If your complaint to MBIE was in relation to your personal information, and you are unsatisfied with our response, you can contact:
The Office of the Privacy Commissioner
Under the Privacy Act 2020, you can ask any organisation or business for information they hold about you and to correct it if it is wrong. This right extends to small and large businesses, government departments, schools, sports clubs, charities, and community groups. The OPC will ask you if you have tried to resolve the matter with us directly first and will also consider whether you have any other remedy available. The OPC may look into your complaint and make a recommendation to us regarding the concern you have raised.
Free phone: 0800 803 909
PO Box 10 094, Wellington 6140
Making a complaint to the Privacy Commissioner(external link) — Privacy Commissioner
Complaint self-assessment(external link) — Privacy Commissioner