Complaints process
If you wish to make a complaint about the services provided or about the conduct of any person you have been working with at the New Zealand Dispute Resolution Centre please complete the online form below. If you are looking to just give us some feedback, we would welcome this and invite you to complete our feedback form instead.
Please be aware that we cannot investigate complaints relating to the correctness of an award, determination, decision or direction, or of any agreement made in your case.
Your complaint will be directed to our Complaints Investigator, who will notify you once the complaint has been received. Our Investigator will then consider your complaint and consult with the appropriate people. You should receive an outcome for your complaint within 30 working days, and our investigator will advise you if more time is needed to assess the issue. Please note that where a complaint relates to a case that is still in process, the investigation may be postponed until after the case has been concluded to ensure the independence of the dispute resolution process.
After the investigation has been completed you will receive a report detailing a summary of issues, the outcome of the investigation of these issues, and what action we have taken (if any) as a result of the complaint. If you remain dissatisfied you may ask for a review of the decision.
If you have any questions about the complaints process, or about your rights as a consumer, please refer to the Frequently Asked Questions below, to our Customer Service Charter, or email us at registrar@nzdrc.co.nz.
Frequently asked questions
How long does the process take?
Is there a time limit for making a complaint?
There is no specific time limit for making a complaint. However, we would encourage you to raise any concerns with us at the earliest possible time.