Commitment Statement:

The Department of Labour’s management and staff respect your right to complain about the services we have provided. We are committed to thoroughly investigating any complaints we may receive as this provides us with opportunities and information to improve the quality of our services and activities.

How to make a complaint:

If you want to make a complaint about the service that has been provided to you by the Department’s Labour Group and you require a formal response, then it is advisable to make this complaint in writing. This can easily be done online by clicking here.

When making a complaint please provide clear details on:

• What the complaint is about?
• Who does it involve?
• How you as the complainant are affected?
• What you want from the Department about the issue?

It is important that you also provide:

• Your full name
• Your contact address
• Your telephone contact number
• An email address if preferred

Please send your complaint to:

Labour Group complaints coordinator
Department of Labour
PO Box 3705
Wellington

Alternatively you can email your complaint to: Complaints.LabourGroup@dol.govt.nz

Attempt at immediate resolution

Once your complaint has been received a departmental manager will contact you to try and immediately resolve the problem.

Acknowledging complaints

Within three working days of your complaint being received you will be sent a letter acknowledging its receipt. If your complaint has been satisfactorily resolved within this time then a summary of the outcome will be provided in this acknowledgment letter.

Investigations into complaints

Complaints that have not been immediately resolved are assigned to a complaint manager to investigate thoroughly. During this stage you may be contacted by this manager or their representative to obtain more details about the nature of your complaint.

Responding to your complaint

After the investigation is completed the complaint manager will make a decision. They will inform you of this within 20 working days of the date your complaint was received. In this response letter will be a summary and an explanation for the decision that has been made.

Any request for a review of the complaint’s investigation and response must be made in writing.