Immigration Complaints: Holding Immigration New Zealand Accountable

Dealing with Immigration New Zealand (INZ) can sometimes be a frustrating experience. You may feel that you have been treated unfairly, that the correct process was not followed, or that the service you received was not up to standard. In these situations, you have the right to make a formal complaint. At Auckland South Immigration Consultant (ASIC), we can help you navigate the complaints process and ensure your voice is heard.

What Can You Complain About?

INZ has a formal Complaint and Feedback Process (CFP) that allows you to raise concerns about a range of issues, including:

  • Poor service or lack of courtesy and respect
  • Incorrect or misleading information provided
  • Process failures where INZ did not follow procedures
  • Unreasonable delays in processing
  • Inadequate responses to previous complaints
Immigration Complaints

It is important to note that the CFP is not for appealing a visa decision. That is a separate process with its own strict timeframes. The complaints process is about the handling of your case, not the outcome.

The Complaints Process

The first step is to lodge a complaint directly with INZ. This can be done through an online form, by email, or by post. You will need to clearly explain the reasons for your complaint and provide any supporting evidence. There is no charge for making complaints to INZ.

INZ’s Central Feedback Team will assess your complaint and, if they accept it, assign it to a staff member for investigation. You can expect a response within 25 working days, although complex cases may take longer.

If You Are Not Satisfied with the Outcome

If you are not satisfied with INZ’s response to your complaint, you have further options. You can escalate your complaint to an external body, such as:

  • The Office of the Ombudsman: Can investigate administrative actions and make recommendations
  • The Office of the Privacy Commissioner: For privacy-related breaches

How ASIC Can Help

Navigating the complaints process can be complex and time-consuming. The ASIC team can provide expert assistance by:

  • Assessing the merits of your complaint and advising you on the best course of action.
  • Preparing a clear and concise complaint that effectively outlines your concerns.
  • Gathering the necessary evidence to support your complaint.
  • Representing you in your dealings with INZ and other external bodies.

If you believe you have been treated unfairly by INZ, contact ASIC today for a confidential consultation. We can help you understand your rights and fight for a fair outcome.

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