Last updated August 2024
We value our service user’s satisfaction and aim to provide the highest quality of service. However, we understand that there may be occasions when our service users are not fully satisfied with our services. We take all complaints seriously and are committed to resolving them promptly and fairly. This policy outlines the steps to follow when making a complaint and the process we follow to address and resolve any issues raised.
1. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction with the service, staff, or any other aspect of our business operations, made by a service user.
Any complaints regarding the policy or regulatory settings of the scheme should be sent to the Ministry for Culture and Heritage at complaints@mch.govt.nz.
2. Lodging a Complaint
Service user can lodge a complaint through our online form here.
3. Complaint Handling Process
Upon receiving a complaint, we will adhere to the following process:
Step 1: Acknowledgement
We will acknowledge the receipt of the complaint within 1-3 business days via the same channel through which the complaint was lodged.
Step 2: Investigation
Our designated complaints handling team will initiate an investigation into the matter raised.
During the investigation, we may need to request additional information from the complainant to better understand the issue.
Step 3: Resolution
We will make every effort to resolve the complaint promptly and within a reasonable timeframe.
If the complaint can be resolved immediately, we will inform the complainant of the resolution and any necessary actions taken.
Step 4: Communication
If the complaint requires more time for investigation and resolution, we will keep the complainant informed of the progress and expected timeframes for resolution.
We aim to provide regular updates on the status of the complaint.
Step 5: Final Response
Once the investigation is complete, we will communicate the outcome to the complainant.
If the complaint is upheld, we will provide an appropriate resolution, which may include corrective actions, refunds, or any other measures to address the issue.
4. Escalation
If the complainant is not satisfied with the resolution provided, they may escalate the complaint to Sam Irvine, Chief Executive of Resale Royalties Aotearoa, who will review the matter independently and provide a final response.
5. Recording and Analysis
We will maintain records of all complaints received, including the details of the complaint, actions taken for resolution, and any outcomes achieved. This information will be regularly analysed to identify trends and areas for improvement in our services.
6. Confidentiality
We will treat all complaints and related information with the utmost confidentiality, sharing them only with those directly involved in the investigation and resolution process.
7. Continuous Improvement
We value feedback from our service users and use complaints as an opportunity to improve our services and prevent similar issues from occurring in the future.
8. Availability of the Complaints Policy
Our Complaints Policy will be made available to service users through our website and on request.
By following this complaints policy, we aim to provide a fair, transparent, and efficient process for addressing customer complaints and ensuring the continuous improvement of our services.