Veronica Koen- Immigration Solutions
veronica@vk-immigration.co.nz
- If at any time you have a complaint about any of the services that we have undertaken to
provide to you in accordance with our written agreement, you may make a complaint to:
- The licensed immigration adviser handling your immigration matter; or
- If you would prefer to discuss the complaint with someone other than your licensed
immigration adviser, you may contact Feija van Bokhoven. She may be contacted by email at
info@experienzimmigration.co.nz by telephone at + 64 22 381 5146 or in writing at ExperieNZ Immigration Services Limited, 4 Valkyrie Close Carterton, Carterton 5713 New Zealand
- We will send you an acknowledgement of your complaint in writing within two (2) working days of receiving it.
- We would be happy to meet with you at any time to discuss the nature of your complaint, so
that we can attempt to resolve it fairly and promptly between ourselves. You can bring any
support person you wish to such a meeting. - We would also be happy to arrange a mediator to attend a meeting if you wish.
- We will formally reply to your complaint within 10 working days of meeting with you, or
receiving the full details of your complaint. - If you are not happy with our response to your complaint, and you feel that we have
demonstrated one or more of the following grounds for complaint – negligence, incompetence, incapacity, dishonest and misleading behaviour, or have breached the Licensed Immigration Advisers Code of Conduct – you may complain to the Immigration Advisers Authority (the Authority). - A complaint made to the Authority must be in writing and specify the ground or grounds that
form the basis of your complaint. You can use the Complaint Form which, together with other
information on the complaints process, is available on the Immigration Advisers Authority
website, at http://www.iaa.govt.nz, where you will also find the Authority’s contact
VK Immigration 