LIA Complaints Procedure

Information for Clients: Complaints about our service as a Licensed Immigration Adviser.

STEP 1: Internal Complaints Procedure

1. If at any time you have a complaint about any of the services that we have undertaken to provide to you in accordance with our Written Agreement, you may make a complaint to:

• the Licensed Immigration Adviser handling your immigration matter OR
• fill out our online feedback form: http://form.choosenewzealand.com/novoform/feedback

Contact may be made:

• by email to complaint@choosenewzealand.co.nz                   OR
• by telephone at + 64  9  520 4329                                              OR
• our office at Level 3, 142 Broadway, Newmarket, Auckland        OR
• in writing at Box 55035, Mission Bay, Auckland

2. We will send you an acknowledgement of your complaint in writing within two (2) working days of receiving it.
3. We would be happy to meet with you at any time to discuss the nature of your complaint, so that we can attempt to resolve it fairly and promptly between ourselves. You can bring any support person you wish to such a meeting.
4. We would also be happy to arrange a mediator to attend a meeting if you wish.
5. We will formally reply to your complaint within 10 working days of meeting with you, or receiving the full details of your complaint.

STEP 2: External Complaints Procedure

1. If you are not happy with our response to your complaint in STEP 1, and you feel that we have demonstrated one or more of the following grounds for complaint

• negligence
• incompetence
• incapacity
• dishonest and misleading behaviour
• breached the Licensed Immigration Advisers Code of Conduct  

you may complain to the Immigration Advisers Authority (IAA).

2. A complaint made to the IAA must be in writing and specify the ground or grounds that form the basis of your complaint. The IAA website, at www.iaa.govt.nz contains

• information about the complaints process
• a standard Complaint Form 
• the Authority’s contact details.