INZ Historic Complaints

Immigration New Zealand’s new Complaints and Feedback Policy and Process is now in effect.

Customers can use a new online form to submit a complaint, make a suggestion or provide feedback via here.

Representatives can lodge a complaint ‘on behalf of’ their clients via the online form.  All complaints will be acknowledged, registered and categorised by the Central Feedback Team.

Data on complaints will be collected and used as a source of learning.  The new Central Feedback Team will provide a quality assurance function for complaint responses.  The new policy includes a clear definition of a complaint and which complaints will be accepted into the process.  Complaints and feedback may, for example, be about:

• service related issues such as timeliness in assessing an application, communication to customers, interactions with INZ staff etc.
• matters to do with INZ processes, either in the context of an INZ decision or more generally
• the content of immigration instructions or internal administration circulars (IACs)
• INZ facilities/systems. 
  
  

Please note that complaints about service delivery must be made within six months of the date when the incident complained about happened or when the complainant first became aware of it.
Due to the transition from the previous process where no timeframe was stipulated, INZ has agreed that complaints about issues greater than six months in the past need to be submitted by 19 December 2017, six months after our policy and process came into effect. After that, historic complaints will not be accepted. 

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