Feedback and Complaints

Primary ITO is committed to ensuring you receive the best possible service and have a good experience when working with us. We take all feedback and complaints seriously and use these to improve our overall business processes.

We welcome any feedback that you would like to give that would have improved your experience with us. If you would like to make a formal complaint this will need to be received in writing and will go through the complaint’s process.

When resolving complaints we commit to:

• a process that is fair and impartial
• a process that is timely and consistent
• ensuring information is treated with respect and in the strictest confidence, taking into account the rights of the complainant and any individual about whom the complaint involves
• treating complaints as a valuable form of feedback and an opportunity to put things right, where appropriate, and to promote continuous improvement. 

Formal Complaints Process

All formal complaints must be received in writing.

• via email at [email protected]  - include the word ‘complaint’ in the subject line
• or in writing to: The Complaints Officer, PO Box 10-383, Wellington 6140

The complaints officer will acknowledge receipt of the complaint within 5 working days of receiving it.

Please refer to our Complaints Policy for the Complaints and Appeal Process.