Purpose
This is an outline of the process and procedures that apply to complaints received by the Ministry for Ethnic Communities from members of the public.
In managing complaints, we will:
- ensure that all members of the public find it easy to make a complaint
- deal with all complaints sensitively, fairly and confidentially
- inform you if your complaint has been upheld, either wholly or in part, or not upheld
- if your complaint is justified we will apologise, try wherever possible to put the matter right and take steps to ensure that it does not happen again.
Complaints about the Ethnic Communities Development Fund (ECDF) are managed in accordance with the ECDF Complaints Procedure.
View the ECDF Complaints Procedure on our website.
The Complaints Process
Complaints are managed in three steps:
- Early Resolution – initial and informal resolution.
- Making a complaint in writing to the Ministry, investigated by the Senior Manager of the business unit involved.
- Complaint escalated to the Chief Executive, Ministry for Ethnic Communities.
Early Resolution
The initial step is to contact the person you have dealt with and ask them to resolve your concern(s) informally.
If you are not satisfied with the outcome, you may wish to pursue the complaint process.
Making a Complaint
To make a complaint, please send your complaint to complaints@ethniccommunities.govt.nz
Or in writing to:
Complaints
Ministry for Ethnic Communities
PO Box 805
Grant Thornton Building
215 Lambton Quay
Wellington Central
Wellington 6011
To make sure your complaint can be dealt with quickly and efficiently please provide the following information:
- Full name
- Postal and email address
- Contact telephone number
- Other relevant contact details
- Full details of the complaint – what happened, dates and any relevant supporting documents (e.g. emails)
- The outcome you are seeking
- Preferred method of contact (letter, email, phone)
If you have already tried to resolve your concerns informally, you should also provide details of the Ministry member of staff who assisted you.
Complaints will be acknowledged within 5 working days of being received.
Within 10 working days of receiving a complaint, the Senior Manager will determine whether the complaint requires further investigation and will start an investigation if one is needed. They will decide how much, if any, additional time is required to resolve the complaint.
You will immediately be informed of the action taken, and the expected time before resolution.
Complaint Escalation
If you are dissatisfied with the response to your complaint, you may refer your complaint to the Chief Executive of the Ministry for Ethnic Communities for further consideration. You should provide details of why you are dissatisfied with the initial outcome.
Please send in writing to:
Chief Executive
Complaints
Ministry for Ethnic Communities
PO Box 805
Grant Thornton Building
215 Lambton Quay
Wellington Central
Wellington 6011
Or by email to complaints@ethniccommunities.govt.nz using a subject line Chief Executive, Complaints.
Complaint escalation will be acknowledged within 5 working days of being received.
You will be informed of the action taken, and the expected time before resolution.