Making a complaint
Your feedback is important to us. It helps us to improve the service we provide.
If you have concerns, but don’t want to make a formal complaint, let us know. We
take all feedback seriously and will try to address your concerns.
How can I make a complaint?
If you want to make a formal complaint you can tell us or put your complaint in
writing. You can use our form if you want to. We will need your contact details to
keep in touch with you about your complaint.
What can I expect if I make a complaint?
 To have your complaint taken seriously.
 To be listened to in a respectful and non-judgmental way.
 To have your personal information dealt with in accordance with the Privacy Act.
 To be told what’s happening at each stage of the process.
 To have your complaint investigated in a fair way.
 To be told the outcome of your complaint.
Once we receive your complaint, it will be investigated. This may include talking to
other people who were involved in the situation you are complaining about. We will
aim to make a decision about your complaint within one month, or will let you know if
it will take longer.
If you want a particular outcome, let us know. We will do our best to take this into
account.
What if I’m not satisfied with the outcome of my complaint?
If you are unhappy with the outcome of your complaint you can appeal to our
National Office. Please address your appeal in writing to The Chief Executive,
Complaints Appeal, CABNZ National Office, PO Box 9777, Wellington 6141.
© Citizens Advice Bureaux New Zealand Inc, May 2016
Complaints Procedure
This is an overview of our complaints procedure. If you
would like a copy of our full complaints procedure, please
ask.
You make a complaint to the bureau.
Your complaint will go to our complaints officer.
The complaints officer will make sure your complaint
is written down and the details are correct.
The complaints officer will investigate your complaint.
This may include talking with other people involved in
your complaint.
The complaints officer will contact you and tell you
the outcome of the investigation and any action that
will be taken.
Complaint
may be
resolved
here
If you are unhappy with the outcome of your
complaint you can appeal in writing to:
The Chief Executive, Complaints Appeal, CABNZ
National Office, PO Box 9777, Wellington 6141.
The Chief Executive will write to you and let you
know the outcome of your appeal. This is the end of
our complaints process.
If you’re still not happy it is up to you to explore any external
review options.
© Citizens Advice Bureaux New Zealand Inc, May 2016
Complaint
may be
resolved
here
Making a complaint
Name ____________________________________
Date ___________________
Address ____________________________________________________________
Phone _____________________ Email ___________________________________
The CAB your complaint is about ________________________________________
Preferred means of contact _____________________________________________
What is your complaint? Please give as many details as you are able, including
when the situation happened. Continue on another page if needed.
What outcome are you hoping for?
Thank you for bringing your concerns to our attention. Your complaint will be
investigated using our complaints procedure and we will let you know the outcome.
© Citizens Advice Bureaux New Zealand Inc, May 2016