Important COVID-19 Update

x

These are certainly challenging times for us all.

We are committed to doing everything we can to prioritise the wellbeing of our people, those who use our services and their representatives and the communities we serve to help contain the spread of COVID-19. Following the Prime Minister’s announcement on Saturday, our people will begin working remotely from today, Monday 23 March.

Having well developed online dispute resolution options, it will in many ways be business as usual for us as we focus on providing a seamless service, regardless of where our Registry staff, adjudicators, arbitrators and mediators are working.

We know you are working through similar challenges to ours and that these are uncertain times for everyone. From all of us here we send our thoughts to you, your teams and families.

If you have any questions, please do not hesitate to get in touch. Please let us know if we can be of further assistance to you and we will keep you informed with any further updates.

Complaints Process

If you wish to make a complaint about the services provided or about the conduct of any person you have been working with at Building Disputes Tribunal please complete the online form below. If you are looking to just give us some feedback, we would welcome this and invite you to complete our feedback form instead.

Please be aware that we cannot investigate complaints relating to the correctness of an award, determination, decision or direction, or of any agreement made in your case.

Your complaint will be directed to our Complaints Investigator, who will notify you once the complaint has been received. Our Investigator will then consider your complaint and consult with the appropriate people. You should receive an outcome for your complaint within 10 working days, and our investigator will advise you if more time is needed to assess the issue. Please note that where a complaint relates to a case that is still in process, the investigation may be postponed until after the case has been concluded to ensure the independence of the dispute resolution process.

After the investigation has been completed you will receive a report detailing a summary of issues, the outcome of the investigation of these issues, and what action we have taken (if any) as a result of the complaint. If you remain dissatisfied you may ask for a review of the decision.

If you have any questions about the complaints process, or about your rights as a consumer, please refer to the Frequently Asked Questions below, to our Customer Service Charter, or email us at registrar@buildingdisputestribunal.co.nz.

 

Frequently Asked Questions
How long does the process take?

We will aim to get a written response to you within 10 working days. If it is going to take any longer, we will let you know. If your complaint relates to a current dispute process that we are administering, we may postpone any investigation until after the process has concluded to ensure that the process remains independent.

Is there a time limit for making a complaint?

There is no specific time limit for making a complaint. However, we would encourage you to raise any concerns with us at the earliest possible time.

Is the process confidential?

The process is confidential as between the Building Disputes Tribunal, any dispute resolution professional who is the subject of your complaint, and you.

Is there a charge to raise a complaint?

No. There is no charge related to any complaints process.

Can someone else complain on my behalf?

If you wish for a representative or support person to liaise with us regarding your complaint, please confirm this to us in writing with that person’s contact details.