If you’re not happy with your interaction with Creative New Zealand, you can make a complaint. We have a standard process for customer service and procedure related complaints.
How do you make a complaint?
Our assurances
Making a complaint will not affect the level of service you receive or your chances of getting funding. We will maintain confidentiality and respect your right to privacy.
Step 1: Initial complaint
- Contact the staff member you first dealt with and explain the complaint or feedback you have
- The staff member will try to resolve your complaint within 10 working days
- If this is not possible or you are still not satisfied, you can make a formal complaint
Step 2: Formal complaint
If you were not satisfied with the response you initially received:
- Make a formal complaint in person (by appointment), in writing (in English or te reo Māori) or by phone, audio or video recording (eg, New Zealand Sign Language video). Creative New Zealand staff can support you to make a formal complaint if needed
- Include:
- your name and email or postal address
- briefly what the complaint is about
- when it happened
- who originally dealt with the matter
- what action you expect to put things right
- Submit your complaint to our compliance officer
- We will acknowledge your complaint within three working days of receiving it
- We will issue a full response within 20 working days. If we cannot give a full reply in this time, we will tell you why and when you will receive it
- If you are still not satisfied with the response, you can refer your complaint to an independent complaints review
Address for complaints
The Compliance Officer
Creative New Zealand
PO Box 3806
Wellington 6140
Email: complianceofficer@creativenz.govt.nz
Ph: 0800 CREATIVE (273 284)
Step 3: Independent complaints review
If you are not satisfied with our response, the Ombudsman may be able to assist. The Ombudsman can investigate complaints about the actions and decisions of central and local government agencies.
- Check the Get Help (for the public) page on the Ombudsman website
- If you need advice, phone the Ombudsman's office on free phone 0800 802 602
- Make a complaint to the Ombudsman online, over the phone, or by email or post
- If you haven't already tried to resolve the issue with us directly, the Ombudsman will decide you need to try that first
Ombudsman contact information
Free phone: 0800 802 6022
Email: info@ombudsman.parliament.nz
Website:www.ombudsman.parliament.nz
Other complaints
Our formal complaints process does not include:
- appeals against Creative Communities Scheme funding decisions. If your complaint is an appeal about a Creative Communities Scheme funding decision, contact the administrative contacts for the Creative Communities Scheme
- complaints about decisions not to provide information. These types of complaints fall under the Office of the Ombudsman’s authority
Monitoring complaints
To improve what we do, we:
- record all complaints received about our services and procedures and the subsequent action taken
- keep a record of all complaints as per the Public Records Act
- regularly monitor the number of complaints, their nature and the speed with which they are dealt with
Our principles and values
Creative New Zealand’s complaints management is guided by our organisational values:
Mahitahi – we work together with others so we can achieve more and, including exploring the big picture and sharing what we learn
Te Taumata – we set high standards for our work
Tauutuutu – we are open, frank, and respectful in our relationships
Manaakitanga – we are welcoming and responsive to all
and the following principles for handling complaints:
Commitment – management and staff are committed to the right of people to complain. Receiving complaints is seen as an opportunity to improve Creative New Zealand’s service
Visibility – how to complain and to whom will be obvious to staff and complainants
Simple and assisted – the stages in the complaints policy will be straightforward and easy for people to follow. Support and advice will be available to help people make a complaint
Fairness – all complaints will be dealt with equally and with respect
Confidentiality – respect includes maintaining confidentiality and a complainant’s right to privacy
Responsiveness – all complaints will be acknowledged promptly and an approximate timeframe for action given
Communication – complainants and other affected parties will be kept informed of the progress of a complaint
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