If you wish to make a complaint or have a question, please use our complaint form:
Managed Isolation and Quarantine (MIQ) takes all complaints seriously. We believe that everyone has the right to make a complaint and should be treated courteously and with respect, and given a full and fair hearing.
We are committed to the fair, simple, speedy and efficient resolution of complaints. We recognise that any investigations must be confidential and undertaken in good faith.
MIQ will use the outcomes arising from complaints as an opportunity for learning and improving our processes.
All complaints will receive an acknowledgement email within 2 working days of receipt of their complaint.
Our Resolutions Team will write to you advising of the decision, outlining the evidence considered and reasoning, and include any action taken as a result of your complaint.
If your complaint is about another organisation involved in our managed isolation and quarantine system, your complaint may be referred to the relevant organisation. This includes complaints that are more appropriately handled by New Zealand Defence Force, the Ministry of Health, a District Health Board, NZ Police or other government or partner agencies involved in the management of our facilities.
If you are unhappy with the resolution to your complaint
The Resolutions Team will also advise you that you may escalate the matter to the Office of the Ombudsman or the Office of the Privacy Commissioner (as appropriate) should you be dissatisfied with the outcome or process. You can find more out about their processes below: