When Can You Make a Complaint?
The New Zealand immigration system involves several government bodies, and each has accountability mechanisms. If you believe a decision was wrong, a process was unfair, or an adviser acted unprofessionally, there are formal pathways to raise your concerns.
At Dreams Immigration, our licensed immigration advisers help you identify the correct complaints body, prepare your complaint properly, and pursue the right remedies — whether that's a review, reconsideration, or formal investigation.
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Types of Immigration Complaints & Reviews
Different complaints go to different bodies. We help you identify the right pathway and build a strong case.
Unfair INZ Decisions
If you believe Immigration New Zealand made an incorrect or unreasonable decision — such as refusing a visa without properly considering the evidence — there are formal review and appeal options available.
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Unreasonable Delays
Immigration NZ has service level commitments. If your application has been sitting unprocessed for an unreasonable period, you may be able to escalate formally or complain to the Ombudsman.
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Complaints About Advisers
If an immigration adviser gave you poor advice, acted unethically, or was unlicensed, you can complain to the Immigration Advisers Authority (IAA). We guide you through the process.
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Ombudsman Complaints
The Ombudsman can investigate complaints about how government agencies — including Immigration NZ — have handled your case. This is a free, independent service that can recommend remedies.
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Judicial Review
If an INZ decision was made unlawfully — for example, by failing to follow correct process or by acting beyond its legal powers — a judicial review application can be made to the High Court.
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Human Rights Complaints
If you believe you were discriminated against during the immigration process — based on race, ethnicity, religion, or another protected ground — you may be able to complain to the Human Rights Commission.
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Key Complaints Bodies Explained
Choosing the right body matters. A complaint sent to the wrong place will be dismissed or delayed. We help you get it right the first time.
Immigration New Zealand Reconsideration
For certain visa types, you can request that INZ reconsider their decision internally. This is not an appeal — it asks the same agency to look again. Best used when new evidence is available or a clear error was made.
- No fee for reconsideration requests
- Strict timeframes apply — act quickly
- New evidence strengthens your request
Immigration & Protection Tribunal (IPT)
The IPT is an independent body that hears appeals against certain INZ decisions — including deportation, residence visa refusals, and refugee claims. It considers both legal and humanitarian grounds.
- Covers deportation and residence appeals
- Can consider humanitarian circumstances
- Hearings are formal — preparation is critical
The Ombudsman
The Ombudsman investigates complaints about how government agencies, including INZ, have acted. They can recommend that INZ apologise, change a decision, or improve its processes — but cannot override a legal decision.
- Free and independent
- Investigates process failures and delays
- Can recommend remedies but not force visa grants
Immigration Advisers Authority (IAA)
The IAA licences and regulates immigration advisers in New Zealand. If your adviser acted negligently, charged excessive fees, gave you wrong advice, or was unlicensed, the IAA can investigate and impose sanctions.
- Handles complaints about adviser conduct
- Can cancel licences and impose fines
- Compensation may be available via the Tribunal
How We Help With Your Complaint
We listen carefully to what happened, review the decision or conduct you're unhappy with, and assess the merits of a formal complaint.
We advise which complaints mechanism is most appropriate — INZ reconsideration, the Ombudsman, the IPT, IAA, or another avenue — and what outcomes are realistic.
We draft your complaint clearly and persuasively, attach the right supporting documents, and submit it to the correct body within any applicable timeframes.
We represent you during any investigation or hearing process, respond to requests for further information, and keep you informed until your case is resolved.
Frequently Asked Questions
Have a specific situation? Contact us directly — our advisers are happy to talk through your options.
Ask an AdviserYes. If your application has been pending significantly longer than INZ's published processing times, you can raise a complaint directly with INZ or lodge a complaint with the Ombudsman. The Ombudsman can investigate delays and recommend action. We can advise you on the best approach for your specific situation.
If your adviser is licensed, you can complain to the Immigration Advisers Authority (IAA). The IAA investigates complaints about dishonesty, negligence, overcharging, and other conduct issues. If the complaint is upheld, you may be entitled to compensation. If the adviser was unlicensed, additional legal remedies may be available.
A reconsideration asks INZ itself to look at the decision again — usually because of new evidence or a clear error. An appeal goes to an independent body, such as the Immigration and Protection Tribunal, which can overturn INZ's decision. Appeals are more formal and typically more powerful, but they are not available for all visa types.
Yes — strict timeframes apply to most immigration complaints and appeals. For example, appeals to the Immigration and Protection Tribunal must generally be lodged within 42 days of a deportation liability notice. Missing a deadline can mean losing your right to appeal entirely. Contact us as soon as possible after receiving a decision.
The Ombudsman cannot grant you a visa or legally override an INZ decision. However, the Ombudsman can investigate how INZ handled your case, recommend that INZ reconsider, and require improvements to their processes. Ombudsman involvement can be very effective in cases involving procedural unfairness or unreasonable delays.
Judicial review is a High Court process that examines whether a government decision was made lawfully — it does not re-examine the merits. It is appropriate where INZ acted outside its legal powers, failed to follow a fair process, or made an error of law. It is a significant step and requires legal representation. We can advise you on whether judicial review is appropriate in your case.
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