How to complain

Resolving complaints

Complaints can be resolved in a number of ways.

We will make sure any remedy we offer reflects the extent of any and all service failures, and how the individual was affected as a result. These shall include:

  • acknowledging where things have gone wrong
  • providing an explanation, assistance or reasons
  • apologising
  • taking action if there has been a delay
  • reconsidering or changing a decision
  • amending a record
  • providing a financial remedy where appropriate
  • changing policies, procedures or practices

The factors we will consider when deciding a remedy will include:

  • the length of time that a situation has been ongoing
  • the frequency with which something has occurred
  • the severity of any service failure or omission
  • the number of different failures
  • the cumulative effect on an individual
  • an individual's particular circumstances or vulnerabilities

In awarding compensation, we'll consider:

  • whether any statutory payments are due
  • whether any quantifiable losses have been incurred
  • the time and trouble caused
  • any distress and inconvenience caused

You can read examples of how we've dealt with complaints, including the lessons learned, in our complaints and enquiries reports to Standards and Audit Commitee.