What is the NZIS Complaints Procedure?

March 26, 2009 by Avalon
Filed under: Getting to New Zealand, NZIS & Immigration issues 

What in earth do you do if you are having problems with your application to Emigrate to New Zealand? Who do you turn to for help? Who do you complain to?

huh
Well, in our experience, you could be forgiven for thinking that this is one outfit you just are not allowed to complain about.

We searched on Google for “NZIS Complaints Procedure” and found nothing. Nada. Not a sausage. Sure – there was information of complaining about Immigration Consultants – but absolutely sod-all about making a complaint about NZIS itself.

The problem is compounded by the fact that if you ask for advice – you will generally be told “Don’t rock the boat”. I get the impression that everyone is terrified of what NZIS can do to you if you kick up a stink. And to be honest – you would right to be scared. With so much at stake – it takes nerves of steel to make a complaint and stick to your guns. It is not for the faint hearted.

But did you know that there is an official complaints procedure you can follow???

In four years of reading and posting on forums – it’s not something I had ever heard about either – and I think this is a disgrace that no one seems to have been told this yet. We did what most people do: write to the branch manager, contact our MP, and when that fails – write to the Ombudsman.

Funny thing is, the Ombudsman refused to investigate because we hadn’t followed the official complaints process! Hmmmm. How can you follow a process that isn’t written down anywhere??? We asked the Ombudsman’s office to tell us where we could find it – only they couldn’t find it either. I wrote back to the Ombudsman and pointed out the gross unfairness of not investigating complaints on this basis, if as applicants we have absolutely no way of finding out what the process was.

On the basis of that letter – I understand the Ombudsman has now asked the CEO of NZIS for an explanation as to why they do not publish their complaints procedure. Hopefully – they will end their practice of doing everything they can to scupper applicant’s complaints – and publish the damn thing. I think NZIS should be absolutely ashamed of themselves.

mad
Just bear in mind this is for complaints about PROCESSING applications. Complaining about a decision not to allow you a visa is a different kettle of fish altogether. The problem we had is that we couldn’t even get a decision that said “no” – which meant we couldn’t go through the appeals process. If that is your case – then this is the process you need to go through if you cant resolve your problem with your case officer.

For those that cannot wait – here is the official NZIS Complaints Procedure:

First – you should write about your complaint to:
Deputy Secretary – Workforce
Department of Labour
PO Box 3705
Wellington
6140

This then triggers a 3-step process:

Step 1: On receiving a complaint, from a complainant, the Deputy Secretary will refer the complaint to the relevant Branch Manager for consideration

Step 2: Where the complaint is not resolved by the Branch Manager, the complainant may write again to the Deputy Secretary to request that the complaint be considered by a regional manager.

Step 3: Should the Regional Manager be unable to resolve the complaint, the complainant may ask the Deputy Secretary to arrange for an independent manager to be assigned to address the grievance.

If at that point you are still not satisfied – then you can take the case to the ombudsman.

Hopefully – most people will never have to use this process, but hey – we did – so if there are others out there who are just hitting brick walls – this is what you really need to know.

I really hope this helps anyone who is faced with a similar situation to us.

Related posts:

  1. 10 things you need know if you are having problems with NZIS (INZ).
  2. No wonder NZIS is in a mess – it’s from the top down!
  3. Wow – we actually did it!
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Comments

2 Comments on What is the NZIS Complaints Procedure?

  1. pete ruddock on Fri, 27th Mar 2009 7:48 pm

    2. Its Wellybound from UK2NZ here. Thanks for publishing this it may be very useful if NZIS keep dragging the chain. Sometimes life is so busy with jobs, kids, trying to build a house, community stuff etc that its too much hassle to hassle immigration. I don’t ‘fear’ them as your blog suggests many people do. What annoys me is that I think they are derelict in their duty to provide a professional competent government service to both NZ citizens and to those overseas who are applying to adopt this country as their home too. Perhaps the degree from the LSE attitude is endemic throughout the organisation – but lets not go there! cheers Pete

  2. admin on Fri, 27th Mar 2009 9:22 pm

    3. You are very welcome :) I think Derelict in thier duty is a very good way of putting it. Many times I had the excuse that the have to protect NZ, but that does not excuse some of the stunts they pull. I think they forget that they work FOR New Zealand, and that behaving the way they do actually does no favours for this country.

    Good luck – and do let me know if there is anything I can help with.

    Hxxx

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