Complaints
Have a complaint?
EQC processes a large number of claims and while we always try to get it right and give you all the information you need, sometimes this is not the case.
So, if you have complaints about the service you have received on your claim, you can contact us and we will look into your concerns and get back to you.
How do I send EQC a complaint?
Fill out and send us a form with the details of your complaint. We do need your claim number, so please make sure you include this.
Next steps
If you have sent us a complaint and given us an email address, we will send you an email confirming we have received your complaint.
Otherwise we will write to you acknowledging your complaint within 24 hours of receiving it.
We will allocate your complaint to one of our team who will look into your complaint and contact you to work through the issue.
You should expect a response from us within 20 working days. If we need to take longer because, for example, we need to get additional information, we will let you know.
On the form below, fields marked with an asterisk * must be filled in.
What should I do if I am not satisfied with the outcome of the complaint investigation?
You have the right to raise your concerns with the Ombudsman:
Office of the Ombudsman
Call: 0800 802602
PO Box 10152
Wellington
Website: www.ombudsmen.parliament.nz
The Ombudsman will ask you if you have first tried to resolve your issue with us directly. They will look into your complaint and may make a recommendation to us regarding the issue you raised.
On the form below, fields marked with an asterisk * must be filled in.
