If you have a complaint or concern about your survey experience with us, please contact us so we can resolve it.
When you contact us about your complaint or concern we promise to:
- deal with it in strict confidence
- address it promptly and objectively
- be transparent throughout the entire process.
When to make a complaint
If you feel we have not met your expectations as a survey participant, you are entitled to make a complaint and have your concerns addressed.
It is important to make it as soon as possible after the event(s) that led to the complaint.
Information to include in your complaint
Your complaint should include the following information:
- your name
- contact details (phone or email address or mailing address) so we can respond to you directly
- the name of the survey
- details about your complaint – what happened?
Steps to resolving your complaint
You can call, email, or make a complaint online.
- Call Statistics NZ’s toll-free complaints line:
Individual and household surveys: 0800 104 744
Census Test: 0800 236 787 (0800 census)
Business surveys: 0800 809 464
Staff are available to take your calls Monday to Friday from 8:30am to 4:30pm.
We are not open on public holidays.
If you call outside business hours, leave a message with your contact details. We will contact you on the next working day.
- Email firstname.lastname@example.org
- Make a complaint online
Step 2 (if not satisfied with step 1)
If you're not satisfied with the outcome of step 1, you can call, email, or write to the Complaints Officer.
- Speak directly to Statistics NZ’s Complaints Officer
Call Statistics NZ’s toll-free complaints line and ask to speak with the Complaints Officer.
- Email the Complaints Officer at email@example.com
- Write to:
Statistics New Zealand
Private Bag 92003
West Auckland 1142
Step 3 (if not satisfied with step 2)
If you're not satisfied with the outcome of step 2, email or write to Statistics NZ's Respondent Advocate.
How long does it take to resolve a complaint?
We will try to respond to your complaint within seven working days.
Some complaints are more complex than others, which means investigations may take a bit longer. In such cases, it may take up to 21 days to resolve your complaint. We will let you know when this is the case.
What if you’re not satisfied with how we handle your complaint?
We will do our best to make sure you are satisfied with the outcome of your complaint. However, if you are not satisfied you may choose to contact the:
- Privacy Commissioner – if it relates to privacy issues
- Office of the Ombudsman – who may consider complaints about administrative acts and decisions of state sector agencies. The Ombudsman will ask if you have first tried to resolve the matter with us directly, and will consider whether you have any other remedy available.
The Ombudsman may look into your complaint and make a recommendation to us about the issue you have raised.
How to make a complaint if you're not a survey participant
Use this form to make a complaint or a suggestion, or give us a compliment.
Page updated 12 January 2017