Complaints

Have a query or complaint?

If you have questions or a complaint about the service you have received, you can contact us. We will look into your concerns and get back to you.

How do I send a complaint?

You can write to us with the details of your complaint, email, or contact our complaints officer to discuss your concerns. Contact us:

By post: PO Box 639, Wellington, 6140

By email: info@sia.govt.nz

By webform: You can use the contact form on the Contact Us page - select the "Complaint" category.

What to include

Please also provide a short, clear description of the reasons for your complaint together with any relevant supporting documents.

Next steps

If you have sent us a complaint and given us an email address, we will send you an email confirming we have received your complaint. Otherwise, we will write to you acknowledging your complaint.

We will look into your complaint and contact you to work through the issue. You should expect a response from us within 1 – 3 weeks. If we need to take longer because, for example, we need to get additional information or it is a detailed matter, we will let you know.

What should I do if I am not satisfied with the outcome of the complaint?

You have the right to raise your concerns with the Ombudsman:

Office of the Ombudsman

Free phone: 0800 802 602

Website: www.ombudsman.parliament.nz(external link)

Email: info@ombudsman.parliament.nz

PO Box 10152, Wellington 6143

The Ombudsman can consider complaints about the administrative acts and decisions of state sector agencies. The Ombudsman will ask you if you have first tried to resolve the matter with us directly 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.