Complaints about us
Occupational Regulation (OR) is responsible for the Immigration Advisers Authority. OR is part of the Ministry of Business, Innovation and Employment (MBIE).
Our people must adhere to the MBIE Code of Conduct.
MBIE’s Code of Conduct helps us to use sound judgement when making decisions and taking actions. It focuses on acting fairly, impartially, responsibly and in a trustworthy manner, all of which are key to our work as public servants. It aligns with:
- employment agreements
- employment legislation
- MBIE policies
- the Public Service Commission Standards of Integrity and Conduct.
Integrity and conduct(external link) — Te Kawa Mataaho, Public Service Commission
MBIE expects high professional standards of its people, in the same way that it expects high standards of the occupations we regulate.
You can make a complaint if you are unhappy with:
- the behaviour of a member of the team
- a policy or procedure you are subject to, or aware of.
How to complain
Contact us and indicate the nature of your complaint and who the complaint is about.
You can complain verbally or in writing via the following channels:
- via email
- via phone call
- in person, if you're already speaking with someone at the Immigration Advisers Authority
- via physical mail
Phone
Freephone (New Zealand): 0508 422422
From overseas: +64 9 925 3838
Hours:
Monday to Thursday: 8.30am to 5pm NZT
Friday: 9am to 5pm NZT
Getting help with phone calls
If English isn’t your first language let us know when you call and we’ll use our interpreting service, Connecting Now. Let us know the language you want and wait to be connected to an interpreter.
If you're deaf or have difficulty hearing, you can use the video relay service.
New Zealand Relay(external link) — New Zealand Relay Service
For postal delivery only
Immigration Advisers Authority
PO Box 6222
Victoria Street West
Auckland 1142
New Zealand
Please do not send your passport or visa applications to us. Contact Immigration New Zealand for the correct address.
Contact us(external link) — Immigration New Zealand
For courier delivery only
MBIE Mailroom
Immigration Advisers Authority
Level 8, 167b Victoria Street
Auckland CBD
Auckland 1010
New Zealand
After you make a complaint
The manager will send a complaint acknowledgement letter within 24 hours of receiving the complaint.
The complaint will then be internally investigated. You will receive a reply within 15 working days.