Complaints

We recognise your right to comment on our services, and we are interested in what you have to say.

How to Make a Complaint

If you wish to make a complaint to the New Zealand Customs Service please contact one of our offices or send an e-mail.

 

You should tell us:

• your personal contact details
• details of the location involved, and the process or service provided by Customs
• details of what you are satisfied or dissatisfied with
• what you would like to see happen.

Presenting your complaint in a written form means that there is a record, and helps to set out the issues clearly.

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What Customs will do

We will treat you with tact, courtesy and fairness at all times, and treat our dealings with you confidentially.

 

If you make a complaint, we will:

• investigate it promptly and fully
• not discriminate against you for any reason
• acknowledge receipt of your complaint within five working days and tell you who is handling the complaint
• aim to issue a full response to your complaint within 20 working days – if we can’t, we will tell you why and when we will reply in full
• provide feedback to Customs management on how our service can be improved.

If you are not happy with the way we respond to your concerns, or if you feel there are issues that we have not addressed, let us know.

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