The Board’s general complaint resolution policy provides a framework for addressing complaints of tradespeople who consider that they have been disadvantaged by an action, order or decision of the Board under the 2006 Act.
Disadvantage may have resulted, for instance, from one or more of the following:
This policy does not cover complaints:
A complaint must be made to the Board within six months of the complainant being advised of the Board’s action, order or decision that is the subject of the complaint. The Board considers that a six-month period is a reasonable amount of time for such complaints to be submitted and the right of appeal that exists within the Act.
All complaints under this process must to be made in writing and specify the particular action, order or decision that is the subject of the complaint. To help us deal with your complaint quickly, please provide as much information as possible about the circumstances of your complaint. In particular, you should provide:
Complaints can be submitted by post, email or fax to:
Complaints Resolution Officer
Plumbers, Gasfitters and Drainlayers Board
PO Box 10655
Fax: +64 4 494 2975
If you have any queries about the process, please call us on free phone 0800 743 262 and ask to speak with the Complaints Resolution Officer (CRO).
The Complaints Resolution Officer (CRO) is a member of the Board’s legal team. The CRO’s role is to be the primary point of contact for the complainant throughout the process, and to undertake an initial assessment of the complaint to determine whether it falls within the scope of the policy and that it is not trivial, frivolous or vexatious.
The CRO’s role is also to facilitate an informal resolution of the complaint, where possible. Where informal resolution is not possible, or does not resolve the complaint to the complainant’s satisfaction, the CRO will review all relevant information and make a recommendation as to who the final decision-maker’s in relation the complaint should be, having regard to the statutory functions of the Board and/or Registrar under the 2006 Act (including delegated authorities). The CRO will then report their views as to the merits of the complaint, and the reasons for that view; any options for resolution, having regard to the nature of the action, order or decision, the consequences for the complainant, the merits of the complaint, and the availability of a remedy under the 2006 Act; and options for improvement to the Board’s operational processes.
The CRO may request further information from the complainant, the Board and/or any other person throughout the complaints process.
If the CRO determines that the complaint falls outside the scope of the policy the complainant will be advised in writing and the complaint will not be progressed further. This determination will be made only with the agreement of the Legal Services Manager, or of another member of the senior management team in the event that the Legal Services Manager is conflicted due to the nature of the complaint.
The CRO will observe the complainant’s right to natural justice, including providing the complainant all relevant information and an opportunity to comment (where appropriate).
The CRO’s report and any options for resolution will be provided to the complainant and the final decision maker/s (where appropriate).
|If the complaint relates to...||The complaint will be considered by the...|
|the exercise of a statutory function||the Registrar and/or the Board. Whether the final decision is made by the Registrar and/or the Board depends upon who is empowered to act under the 2006 Act.|
|an action of an employee of the Board||the Chief Executive|
|an action of the Chief Executive||the Board|
|an action of a particular Board member who is acting in his or her capacity as a member of the Board||the Board|
The decision-maker will consider the CRO’s report and any options for resolution and make a decision as soon as practicable after the report is received. The complainant will be advised of the decision maker’s decision as soon as practicable.
The CRO will acknowledge the receipt of your complaint within five working days, and every effort will be made to progress your complaint to a final decision within 20 working days. However, timeframes will be dependent on the nature and complexity of your complaint and the availability of the decision-maker. The CRO will keep you informed about likely timeframes throughout the process.