Make a complaint
If you have encountered a problem with some aspect of our service, let us know.
How to make a complaint
If you want to make a complaint to Customs, contact us with:
- your contact details
- where and when the problem took place
- what went wrong
- what you would like to happen.
You can also:
- file a complaint in writing
- email your complaint to crams@customs.govt.nz
- speak to someone at the National Contact Centre on 0800 4 CUSTOMS (0800 428 786).
If you have any concerns about fraud, corruption, or integrity breaches at Customs, report an alleged integrity breach.
What Customs will do
Customs will listen to your complaint and treat you with courtesy and fairness as we work through it. Your dealings with us will be strictly confidential.
Once you have made a complaint, we will:
- investigate it promptly and thoroughly
- not discriminate against you for any reason
- acknowledge receipt of your complaint within five working days and provide you with a contact point
- aim to issue a full response to your complaint within 20 working days or, if this is not possible, let you know when we will respond
- advise Customs management on how your complaint might help us improve our service.
If you are not happy with the way we respond, or you feel there are issues we have not addressed, let us know.