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Statement from Chief Ombudsman regarding MIQ complaints

Issue date:

Chief Ombudsman Peter Boshier has issued the following statement on his consideration of complaints about the managed isolation and allocation system and border-related issues.

Please note that information about what he can and cannot achieve can be found in this factsheet.

"I remain concerned about the number of complaints I continue to receive in relation to the Managed Isolation and Quarantine (MIQ) system. In mid-August I said I was considering my options, including whether to carry out a broader, independent review of the processes pertaining to the managed isolation allocation system and MIQ. I am still doing a great deal of internal work and assessing a range of issues and factors in relation to the hundreds of complaints and queries I have received. I appreciate that time is of the essence and many people seeking to return to New Zealand are in very stressful situations.

"I expect to be in a position to say more about my plans shortly. In the meantime, my staff and I continue to work with Ministry of Business, Innovation and Employment (MBIE).

"Since my press release about MIQ and border-related complaints on August 17, I have received more than 100 MIQ and border-related complaints in addition to the approximately 700 received since July 2020.

"It is clear that returnees are frustrated and upset about aspects of the MIQ booking system.

"While I can investigate specific complaints about MBIE’s acts and decisions and emerging themes from the types of complaints I receive, I cannot order MBIE to take any particular action and I cannot obtain MIQ vouchers, exemptions or fee waivers."

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