COMPLAINTS HANDLING POLICY

1. Purpose

General and Travel Investigations Limited (GTI) is committed to conducting investigations with professionalism, integrity, and compliance with all applicable laws and regulations, including the Private Security Personnel and Private Investigators Act 2010, the Fair Trading Act 1986, the New Zealand Fair Insurance Code, and the General Insurance Code of Practice (GICOP). We acknowledge the importance of addressing complaints in a fair, transparent, and timely manner.

2. Scope

This policy applies to all complaints regarding:

  • The conduct of our investigations or investigators

  • Alleged breaches of privacy, ethical standards, or legal obligations

  • Service quality and timeliness

  • Compliance with the GICOP, the New Zealand Fair Insurance Code, or insurance industry standards

3. How to Make a Complaint

We encourage complainants to raise concerns as soon as possible. Complaints can be submitted via:

  • Email: Admin@GTI.co.nz

  • Post: General and Travel Investigations Limited, PO Box 302196, North Harbour 0751, New Zealand

All complaints should include:

  • The complainant’s full name and contact details

  • A clear description of the issue

  • Any supporting documentation

  • The preferred outcome or resolution

  • Legal or Support persons details (if relevant)

4. Complaint Handling Process

4.1 Acknowledgement

  • We will acknowledge receipt of the complaint within five business days.

  • If additional information is required, we will request it within this timeframe.

4.2 Investigation & Assessment

  • The complaint will be reviewed by an independent senior staff member who was not involved in the matter.

  • We will conduct an internal investigation in line with legal, ethical, and insurance industry standards.

  • If the complaint relates to an insurer-related matter, we will liaise with the insurer where appropriate.

4.3 Response & Resolution

  • We aim to provide a written response within 20 business days of receiving all necessary information.

  • If the issue requires more time, we will update the complainant on progress and provide an estimated resolution timeframe.

  • If we determine that corrective action is required, we will implement appropriate measures.

5. Escalation Process

If a complainant is not satisfied with our response, they may escalate their complaint to:

  • The Insurance & Financial Services Ombudsman (IFSO)

  • The Insurance Council of New Zealand (ICNZ) for Fair Insurance Code compliance concerns

  • Private Security Personnel Licensing Authority (PSPLA) for matters related to private investigation conduct

    • Website: www.justice.govt.nz

    • Email: pspla@justice.govt.nz

6. Confidentiality & Fair Treatment

  • All complaints will be treated confidentially and handled with respect.

  • Complainants will not be subjected to adverse treatment for lodging a complaint.

  • We will ensure that our complaint process does not interfere with ongoing investigations unless required by law.

7. Continuous Improvement

We regularly review complaints to identify trends and implement improvements in our processes, ensuring compliance with industry best practices, the New Zealand Fair Insurance Code, and regulatory requirements.

For any questions regarding this policy, please contact us at Admin@GTI.co.nz


Approved by: Brook Ballantyne
Published: 1st Feb 2025