If you want to make a complaint, Creative New Zealand has a standard procedure for you to use and this is described below.
Making a complaint will not affect in any way the level of service you receive from us. For example, if your complaint is about an application for funding, this will not affect your chances of getting a grant from us in the future.
You can complain if you think that:
This procedure cannot be used for:
If you are not happy with the service you have received, contact the staff member you first dealt with. They will try to resolve your complaint immediately. If this is not possible or you are still not satisfied, you will be referred to a formal complaints procedure.
If you were not satisfied with the response you initially received you can make a formal complaint in writing or by audio tape or CD to:
The Complaints Officer
Creative New Zealand
PO Box 3806
Complaints may be made in te reo Māori to the Compliance Officer.
When making a formal complaint, please tell us:
Your complaint will be acknowledged within three working days of receiving it and a full response issued within ten working days. If we cannot give a full reply in this time, we will tell you why and when you are likely to receive it.
If you are still not satisfied with the response at this stage you can refer your complaint to an independent complaints review (Stage Three, below).
If you are not satisfied with the response in Stage Two an Ombudsman may be able to assist. Under the Ombudsmen Act 1975, an Ombudsman can investigate complaints about the actions and decisions of central and local government agencies.
Further information about the Ombudsman can be found at http://www.ombudsmen.parliament.nz/. An Ombudsman may decide not to investigate your complaint until you have first tried to deal with Creative New Zealand to resolve the issue.
Creative New Zealand will record all complaints and comments received about our services and procedures and the subsequent action taken. A record of all complaints will be kept for three years from the date on which the complaint was received. The number of complaints, their nature and the speed with which they are dealt with, will be monitored regularly.