Our promise Te Kī Taurangi

Our Promise is our commitment to our customers. It outlines what you can expect when you interact with us – whether that be in person, by phone, email or on our website.

We are committed to providing a good experience to our customers. When you interact with us, we promise it will be Simple - Māmā, Safe - Haumaru, and Certain - Mārama.


If you feel that we have not met our commitment, please let us know. We would also like to hear if you have had a good experience with us.  You can do this through our online feedback form, or by letter, or email us at info@mbie.govt.nz.

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Our promise

Simple - Māmā

We listen to you, and we keep it simple.

This means:

  • Valuing your time.
  • Avoiding complication.
  • Acknowledging our mistakes and listening to feedback.
  • Striving to improve.
  • Using plain language.

Safe - Haumaru

We help keep people safe through consistent application of the law.

  • Making sure people know their rights and responsibilities.
  • Respecting people for who they are.
  • Interpreting and applying the law and regulations in good faith.
  • Protecting people’s privacy.

Certain - Mārama 

We help you know what you need to do, how to do it, and why.

  • Explaining where people are in the process.
  • Doing what we say we will do, when we say we will do it.
  • We are clear on how we make decisions.
  • Providing accurate, relevant and clear information.

Te Kī Taurangi


Ka whakarongo mātou ki a koe, ā, ka whakamāmāhia.

Ko tōna tikanga:

  • Kaua e moumou wā.
  • Kaua e whakauaua.
  • Ka whāki ā mātou hē me te whakarongo ki te whakahoki kōrero.
  • Ka whakapau kaha kia whakawhanake tonu.
  • Ka māmā te reo.


Ka āwhina mātou kia noho haumaru te tangata mā te whakatakoto riterite i te ture.

Ko tōna tikanga:

  • whakarite e mōhio ana te tangata ki ana tika me ana herenga.
  • Te whakaute i te tangata ake.
  • Ka pono mātou ina whakamārama ana, ina whakarite ana i te ture me ngā waeture.
  • Te whakahaumaru i te matatapu o te tangata.


Ka āwhina mātou i a koe kia mōhio me aha, me pēhea, ā, he aha ai.

Ko tōna tikanga:

  • Te whakamārama ka noho te tangata ki tēhea wāhanga o te mahi.
  • Ka whakatinanahia ā mātou kōrero, hei te wā i kī ai mātou.
  • E mārama ana ā mātou tikanga whakatau.
  • Ka whakarato i ngā mōhiohio tika, hāngai, mārama hoki.
Last updated: 18 August 2023