At QCONZ, we are dedicated to providing the highest quality of service to our clients. We understand that occasionally concerns may arise, and we are committed to addressing them promptly and effectively. This document outlines our procedure for receiving and handling feedback, complaints, appeals, and disputes.

Our Procedure ensures that:

• Clients are aware of their right to provide feedback and how to do so.
• All feedback, whether positive or negative, is documented for continuous improvement.
• We respond to feedback, complaints, appeals, and disputes in a timely and courteous manner.
• Complaints are investigated by competent and impartial individuals.
• We learn from feedback to enhance our services and processes continuously.

If you have any feedback, complaints, appeals, or disputes regarding our services, please follow these steps:

Contact Us:
You can submit your feedback or complaint through various channels:
Email: admin@qconz.co.nz
Phone: 0800 726 695
Online Form: https://qconz.co.nz/contact-us/

Provide Details:
Please provide as much detail as possible about your feedback or complaint, including:

• Your contact information (name, email, phone number).
• Details of the issue, including dates, name of the person or division that the complaint relates to, and any relevant background information.
• Any supporting documentation or evidence, if applicable.

Please note: If you are not comfortable sharing this information, your complaint may be kept anonymous, however, we will be unable to contact you regarding the outcome of the investigation or to advise you on the outcome of your complaint.

Upon receipt of your feedback or complaint, our team will:

• Register your feedback or complaint in our system.
• Assign a unique reference number for tracking purposes.
• Initiate an investigation, if necessary, by competent and impartial individuals.
• Keep you informed of the progress and resolution of your feedback or complaint.

We aim to respond to all feedback and complaints within 2 business working days, acknowledging receipt and providing an initial response.

If you are unsatisfied with the outcome of your complaint, you can escalate it to:

QCONZ Quality Manager: quality@qconz.co.nz

All feedback and complaints are treated with the utmost confidentiality and fairness.

We do not take any discriminatory action against individuals providing feedback or making complaints.

Your feedback is invaluable to us and helps us improve our services continually.

We regularly review feedback and complaints to identify opportunities for enhancement.

Thank you for taking the time to provide feedback or raise a concern. Your input is essential to ensuring we maintain the highest standards of service delivery.

If you have any questions or require further assistance, please do not hesitate to contact us Contact Us.