Complaints procedure

We’re here to help if you have issues or concerns

We’re here to help if you have issues or concerns

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.

Complaints procedure

You can make a complaint by:

  • Raising it with the Facility Manager or Wellbeing Coordinator of your managed isolation and quarantine facility
  • Completing the complaints form (link below)
  • Calling us on +64 4 888 1670 if you’re overseas (rates will apply) or 0800 476 647 if you’re in New Zealand (calls are free).

Raise a complaint

All complaints will receive an acknowledgement email within 2 working days of receipt of their complaint.

Our investigation process will be completed within five working days following the acknowledgement email being sent, unless the complaint was satisfactorily resolved in the interim. If the investigation requires longer than five days, we will let you know new timelines and the reasons.

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:

Ombudsmen: How to Make a Complaint(external link)

Office of the Privacy Commissioner: Making a Complaint(external link)