Complaints process

Complain to the provider or contact us for help

Have you complained to the provider?

The provider has the opportunity to resolve the complaint with you first. Generally the provider has 20 working days to resolve the complaint with you.

You can:

• Contact the provider directly – use the word ‘complaint’ and ask to talk with someone who deals with complaints OR
• Ask us to refer your complaint to the provider.

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Ask us to look into your complaint

When you ask us to look into your complaint we will check:

• Is the complaint at the stage we can look into it?
• Is the complaint about something we can look into?

If we can’t look into your complaint, we will refer you to the right agency

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We will work with you and the provider to help resolve the complaint

We work with you and the provider to find an outcome that works for you both.

We usually arrange a meeting with you and the provider on the phone or in person.

We may also pass information between you and the provider. Sometimes we get expert advice about technical or legal issues.

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If the complaint is not resolved, the Commissioner can make a recommendation

Commissioner makes a proposed recommendation and gives you and the provider the opportunity to comment

If the complaint is not resolved, the Commissioner can make a proposed recommendation.

If you and the provider accept the proposed recommendation, the proposed recommendation becomes binding.

If you or the provider don’t accept the proposed recommendation, you can submit comments.

Commissioner makes a final recommendation

If you and the provider accept the final recommendation, the recommendation becomes binding.

If you don’t accept the final recommendation, we will close the file. You may be able to take the complaint to another forum (eg Disputes Tribunal or district court).

If you accept, but the provider doesn’t, the Commissioner will make a determination. This means the provider must comply with the Commissioner’s recommendation.