Complaints about the service provided by Standards New Zealand

Standards New Zealand is the operational arm of the New Zealand Standards Executive and is a business unit within the Ministry of Business, Innovation and Employment.

If you’re not happy with the service you’ve received from Standards New Zealand, we’d like to hear about it. We have a dedicated process to address your concerns, resolve any outstanding issues, and help us to keep improving.

Please use our resolution process for complaints about, for example:

How to complain

You will need to write to us either via email or letter:


Complaints Officer
Standards New Zealand
PO Box 1473
Wellington 6140

Please include:

Timeframes for resolving complaints

When we receive complaints, we aim to:

If you have more than one complaint, or your complaint is about more than one issue, we may need more time. If this happens, we’ll let you know.

Assessing complaints

When we assess complaints, we aim to:

What we need from you

It’ll make it easier for us to resolve your complaint if you:

* We will use the personal information you give us to correspond with you in relation to your complaint. We generally do not share your personal information unless it’s necessary for the purpose for which you gave us the information (to fully and fairly investigate your complaint). We will not use it for any other purpose or disclose it except, in exceptional situations, for other reasons permitted under the Privacy Act 1993 or if – in rare instances – we were required by law (for example, to investigate a criminal offence).