Your rights and responsibilities when using our services
Creative New Zealand is committed to providing services that are accessible, respectful and grounded in our values.
Our values
- Āwhinatia, Strengthen and support: We’re inclusive and supportive, we’re responsible and accountable for the things we do, and we act with integrity.
- Honotia, Connect and grow: We foster a culture of collaboration, respect and connection, with each other and those we work with.
- Māiatia, Have courage and confidence: We stand tall, strive for excellence and embrace the future with optimism.
What you can expect from us
When you use our services, we will:
- Treat you with respect and courtesy
- Provide clear and accurate information
- Offer a culturally safe service
- Support your access needs (for example: providing information in a certain format, interpreters, or tikanga-based processes)
- Listen to you and give you the chance to explain your situation
- Do what we say we will do
- Respond within a reasonable timeframe
- Explain our decisions
- Protect your information in line with the Privacy Act 2020
- Use your feedback to improve our services.
What we cannot do
We cannot:
- Provide legal advice
- Investigate complaints about third parties
- Decide whether the law has been broken
- Advocate for particular individuals or organisations
- Require a person or organisation to take a particular action
- Review or investigate decisions of courts and tribunals.
If we cannot help, we will suggest other options.
What we expect from you
When you contact us, please:
- Treat our staff with respect
- Tell us about any access needs (for example, NZ Sign Language interpreter)
- Respond to our requests in a timely way
- Provide accurate information
- Respect the confidentiality of our processes
- Keep your contact details up to date
- Tell us if you withdraw or take your complaint elsewhere
- Cooperate with reasonable requests.
Unreasonable behaviour
We do not tolerate behaviour that harms staff or disrupts our services.
This includes:
- Use of inappropriate language, in person or in communications (in writing, online or verbally) – including comments aimed at third parties
- Rude, aggressive, discriminatory, dishonest or intimidating behaviour
- Threatening or harassing
- Persistently contacting or pressuring staff in an unreasonable way or within unreasonable timeframes
- Recording calls or meetings without consent
- Making serious allegations without evidence.
We understand people who contact us maybe in stressful situations and may express frustration or anger. We will try to assist through our usual processes. However, behaviour becomes unacceptable when it affects staff wellbeing or service delivery.
If behaviour becomes unacceptable
We may:
- Limit or stop contact about your enquiry
- Restrict how and when you contact us
- Require communication through a representative
- Report incidents to the police or another agency (where someone’s safety may be at risk).
We will explain any action we take and how long it will apply.
For example, we may advise that we won’t respond to a request or complaint until any unreasonable language is removed.
Feedback and complaints
We welcome feedback on our services. Please contact the staff member you worked with, and they will pass on the feedback if needed.
Complaints about our service
If you are unhappy with our service, you can make a complaint.