A9.1 Immigration New Zealand’s Complaint and Feedback Process

Immigration New Zealand’s (INZ) Complaint and Feedback Process (CFP) provides clients with an avenue to seek resolution of a complaint relating to the service they received from INZ. The CFP is not an avenue to seek a review of a declined visa application, an invitation to apply for residence or a request for a visa made under section 61 of the Immigration Act 2009.

Full information about the CFP can be found on the INZ website Complaints and Feedback Process page.

1. INZ’s expectation is that clients will access the CFP to seek resolution of a complaint before approaching the Office of the Ombudsmen.
2. INZ endeavours to respond to all complaints within 25 working days of receipt.
3. Where INZ determines that it erred in the provision of a service to a client, a remedy, if appropriate, will be provided in the response.

A9.1.1 Submitting a complaint under the CFP

Complaints must be made in writing using the Online Feedback Page, by email to INZComplaintsandFeedback@mbie.govt.nz, or sent by post to:

Central Feedback Team

Ministry of Business, Innovation and Employment

PO Box 1473

Wellington 6140

Note: The Online Feedback Page can also be used to submit compliments and suggestions on how INZ can improve its service and/or processes.

Effective19/06/2017