What to do if you have a complaint about the dispute resolution service.
Can I make a complaint?
Yes. If you are unhappy with your experience and wish to make a formal complaint, you can do so. Complaints must be made in writing and emailed to DRScomplaint@justice.govt.nz
You must include the following information with your complaint:
- Your first and last name.
- Your email address and contact phone number.
- A detailed description of your specific concerns. This includes information about:
- The date and location of the incident (if applicable).
- Who was involved and how you have been affected.
- Whether you have raised this issue before now, who you raised this with, and any action that was taken in response.
- What outcome you are looking for from your complaint.
We may contact you if we need more information from you to progress your complaint.
What happens after I make a complaint?
Once you submit your complaint, you will receive an automated reply letting you know that we have received it and that it is under initial consideration. Reasons will be given in any case where a complaint cannot be accepted.
We will then investigate your complaint. That may include consideration of your complaint by a Review Panel. If your complaint is referred for Review Panel consideration, we will let you know what that involves.
You should expect a response within 20 working days from the date we received your complaint.
If we need more information or the matter you have raised is very detailed or complex, we might need more time to make a decision. If we do need more time, we will let you know.
Are there complaints that cannot be considered through this process?
We cannot consider complaints about judicial conduct
If you wish to make a complaint about the conduct of a judge who is mediating your dispute, you must direct your complaint to the Office of the Judicial Conduct Commissioner. Please contact them here.
We cannot consider complaints about the conduct of a lawyer
If you have a lawyer representing you as part of the mediation process and wish to raise a concern about their representation, you may be able to do so through the Lawyers Complaint Service. Please contact them here.
We cannot accept complaints about a mediation outcome
You may have completed mediation and agreed terms of resolution with the other party or parties. A Judge may have issued an order which includes those agreed terms.
You may have since decided you are unhappy with the terms of the agreement and want to have the agreed terms of resolution reconsidered. Please note you cannot use the complaints process to do this.
You may be able to seek further consideration of the matter by submitting a new application to the court. We recommend you seek legal advice as a first step.
What if I am unhappy with the outcome of my complaint?
If you are unhappy with our decision regarding your complaint, you have the right to raise your concerns with the Ombudsman.
Office of the Ombudsman contact details:
Freephone: 0800 802 602
Email: info@ombudsman.parliament.nz
Website: Tari o te Kaitiaki Mana Tangata l Ombudsman New Zealand
Postal address:
Office of the Ombudsman
PO Box 10152
Wellington 6143
The Ombudsman can consider complaints about the administrative acts and decisions of state sector agencies. The Ombudsman will ask you 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 consider your complaint and make a recommendation to us about the concern(s) you have raised.