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Primary ITO: Knowledge to grow

Code of Client Rights and Complaints Policy


This Policy contains a set of expectations that staff of Primary ITO will meet, in all their dealings with clients and the process of resolving formal client complaints.


  • You have the right to be treated with respect.
  • Your privacy and your culture, religion, social values and ethnic group will be respected.
  • Primary ITO will not discriminate against you, coerce or harass you or exploit you in any way.
  • You have the right to have services provided in a manner that respects your dignity and independence.
  • You have the right to services of an appropriate standard:
    • Primary ITO will provide services with reasonable care and skill that comply with legal, professional, ethical and other relevant standards and that are consistent with your needs.
    • Primary ITO will co-operate with other agencies to promote quality and continuity of services.
  • You have the right to effective communication with Primary ITO:
    • Primary ITO will do its best to communicate with you openly, honestly and effectively.
  • You have the right to complain about Primary ITO in any form appropriate to you, although the complaint resolution procedures in this document will only apply if your complaint is in writing. You may make a written complaint:
    • Via email at  (Please include the word complaint in the title of the email if possible).
    • Or in writing to: 

The Chief Executive Officer

C/o The Complaints Officer

PO BOX 10-383

The Terrace



  • Primary ITO will ensure that complaints will be resolved in a fair, simple, speedy and efficient way.
  • Primary ITO will make every effort to resolve a complaint, with the parties involved, before it becomes a formal written complaint. However, clients retain the right to make the complaint in writing at any time.
  • All written complaints will be maintained by Primary ITO in a complaints register, with any personal information included subject to the rights contained in the Privacy Act 1993.
  • All written complaints and the actions of Primary ITO regarding those complaints will be documented. You may receive all information held by Primary ITO which is or may be relevant to the complaint and which can be released according to the Official Information Act and Privacy Act.
  • In accepting its rights and responsibilities, Primary ITO will not act in any way that is illegal, unethical or outside the terms of any legal contracts it has.
  • Primary ITO reserves the right to pursue legal options should it be found that the complaint is vexatious or was made in bad faith.


  • Primary ITO will endeavour to resolve your complaint within five working days of receiving it;
  • Primary ITO will acknowledge receipt of your complaint and contact you should it not be able to resolve the issue within the specified time frame;
  • The nature of the complaint will inform how it is investigated. Investigating procedures may include:
    • a) interviewing the individual who lodged the complaint and taking statements from any others involved in the matter;
    • b) facilitated discussion between the complainant and the person(s) being complained about;
    • c) a review of written records such as written agreements, emails, publications, etc; and/or
    • d) any other investigative methods as necessary and appropriate. If your complaint is judged to be of a criminal nature, the police will be notified.
  • As soon as Primary ITO decides to accept that the complaint is or is not justified, you will be informed of the reasons for the decision and any actions Primary ITO proposes to take;
  • Within 10 working days of acknowledging in writing a complaint, Primary ITO will, in writing:
    • a) Let you know whether, in Primary ITO’s opinion, the complaint is upheld or dismissed; or
    • b) Let you know how much additional time is needed to investigate the complaint and, if more than 20 working days, justify why a longer period is required and inform you of how frequently to expect updates.
  • A letter addressing all elements of the complaint will be sent to you at the conclusion of the investigation. Such a letter may also outline changes in practice Primary ITO is instigating to correct and/or improve issues highlighted.


If you are dissatisfied with how your complaint has been resolved, you may appeal in the first instance to the chief executive officer:

  • Such an appeal should be made in writing within 10 working days of having received the advice of the decision that you wish to contest;
  • Your letter must contain a clear outline of why you are dissatisfied with the decision, supporting documentation, and copies of any correspondence you would like reviewed.

If you remain dissatisfied with the outcome following the review of the Chief Executive Officer, you may appeal to the board chairperson, who shall be the final point of appeal within Primary ITO.

If the board chairperson is then unable to resolve the complaint to your satisfaction, a formal complaint with the Tertiary Education Commission may then be filed.