Complaints Procedure

A client of an OTANZ member who has a complaint should first discuss it with the immediate OTANZ business concerned.

If the issue cannot be resolved at this level, OTANZ encourages the client to lodge a complaint in accordance with the following procedures:

1. Write a complaint letter and send to: Chairperson, P. O. Box 924, Nelson 7040
2. OTANZ will acknowledge receipt of client’s written correspondence within 7 working days.
3. OTANZ will request a written account of the actions and/or decisions taken by its member associated with the grievance. The member will have 7 working days to respond in writing.
4. OTANZ will address the complaint with 21 working days.
5. The OTANZ member associated with the complaint will not be part of the complaints committee and its deliberations.
6. The complaints committee will relay its decision in writing to the OTANZ member involved in the complaint.
7. The OTANZ member involved in the complaint can appeal the decision, in writing, within 7 working days.
8. Independent mediation will be provided at this stage. The decision of the complaints committee on the appeal will be final.
9. The client to be informed of the decision taken within 7 days of the final decision.