Policy verified from immigration.govt.nz as of 2026-04-13
The INZ Complaints and Feedback Process (CFP) is the official mechanism for addressing service-related issues such as unreasonable delays, poor communication, process failures, and incorrect information. It is not a tool to overturn a visa decline — use an appeal for that.
Source: immigration.govt.nz — 2026-04-13
What You Can Complain About
- Unreasonable delays: Application exceeding standard processing times without requests for further information
- Poor communication: Failing to respond, contradictory advice, discourteous treatment
- Process failures: INZ failing to follow its own procedures or losing documents
- Incorrect information: Being misled by INZ website content or staff
Complaint vs Appeal vs Reconsideration
- Complaint: Service issues — how you were treated during the process
- Reconsideration: Temporary visa declined — must be filed within 14 days
- Appeal: Residence visa declined — must be filed within 42 days at the IPT
The Complaint Process
- Lodgement: Submit the formal online Feedback and Complaints form, clearly stating the outcome you seek
- Acknowledgement: INZ aims to respond within 2 working days
- Full response: Within 15-25 working days from the Central Feedback Team
- Escalation: If unsatisfied, escalate to the Office of the Ombudsman
How ProVisas Helps
- We draft your complaint professionally, focusing on policy breaches and standards
- We ensure feedback is supported by evidence such as call logs and email chains
- We guide escalation to the Ombudsman if the initial response is insufficient
- We distinguish between service complaints and situations requiring an appeal — using the right channel saves critical time
Frequently Asked Questions
Yes. If INZ has treated you unfairly, provided incorrect information, or caused unreasonable delays, you can file a formal complaint through their Complaints and Feedback Process (CFP).
No. Under the Code of Conduct, INZ staff are strictly prohibited from penalising an applicant for making a legitimate complaint.
A complaint addresses how you were treated during the process (service issues). An appeal challenges a visa decision. Use the right channel — using the wrong one wastes valuable time, especially with strict appeal deadlines.
INZ aims to acknowledge complaints within two working days and provide a full response within 15-25 working days.
If unsatisfied with the response, you can escalate to the Office of the Ombudsman, which acts as a government watchdog and can investigate unfair administrative acts by INZ.
