Complaints Procedure

We make every effort to get things right but we know sometimes problems occur and we may not meet your expectations. For this reason we have put in place a complaints procedure that is aimed at resolving problems quickly and fairly.

To avoid delay in solving your problem to your satisfaction, please follow the steps listed here:

Call us  during office hours or if you would prefer to meet with us in person, we are happy to sit down and discuss your concerns and rectify any issues you have quickly and fairly, you are most welcome to bring a support person with you. We will also arrange a mediator if you so desire.

If you would prefer to contact us in writing please address your concerns to Sheryl Gallagher at NZA Immigration Services, PO Box 380 Wairoa, Hawkes Bay, New Zealand, or email we will acknowledge receipt of your complaint within 2 working days of receiving the complaint.

We will investigate the issues raised at either your complaint meeting or after receipt of your written complaint and reply to you within 10 working days. If you are not satisfied with the outcome provided and you feel we have breached any of the clauses in the Licensed Immigration Advisers Code of Conduct 2014 , including but not limited to, such behaviours as; negligence, incompetence, incapacity, dishonesty or misleading behaviour, you may send your complaint to the Immigration Advisers Authority (the Authority).

  1. Your complaint must be made to the Authority in writing and specify the ground or grounds that form the basis of your complaint against us. You can use the Complaint Form provided by the Authority to make a complaint. The grounds for complaint are further described in the Complaint Form which is available, together with other information on the complaints process, on the Immigration Advisers Authority website.
  2. Your complaint should be sent to the Authority at:

The Registrar of Immigration Advisers
Immigration Advisers Authority
52 Symonds Street, Grafton, Auckland
PO Box 6222, Wellesley Street,
Auckland 1141,
New Zealand
Phone: 0508 422 422 (within New Zealand)
Phone: +64 9 925 3838 (outside New Zealand).