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MIQ complaints

Ngā amuamu MIQ

If you’re not satisfied with the response you receive about an MIQ complaint, you can complain to the Ombudsman.

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What the Ombudsman can and can’t do

The Ombudsman can look at an agency’s decision-making process and policies, and how it deals with official information.

He can’t order a government agency, for example Ministry of Business, Innovation and Employment (MBIE), to take action in individual cases like issuing you with MIQ vouchers, making border exemptions or waiving MIQ fees. He isn’t able to look at decisions made by Ministers related to MIQ or review Court decisions.

If you’re considering making a complaint to the Chief Ombudsman about the Managed Isolation and Quarantine System, here’s what he can and can’t investigate.

If you are considering making a complaint to the Chief Ombudsman about the Managed Isolation and Quarantine system, here’s what he can and can’t investigate.

He can look at the lead agency, the Ministry of Business, Innovation and Employment’s (MBIE) decision-making processes and policies and how it deals with official information.

He can make recommendations for change.

But he can’t order MBIE to take action in individual cases like issuing you with MIQ vouchers, making border exemptions, waiving MIQ fees, nor can he look at decisions made by Ministers related to MIQ or review Court decisions.

Making a complaint

First, you should report any concerns or make a complaint about an MIQ facility using the MIQ complaints procedure.

If you’ve already done this and believe you haven’t been treated fairly by an agency, the Ombudsman may be able to assist.

Investigation

On Wednesday 20 October 2021, the Chief Ombudsman launched a broad investigation into the MIQ booking system to resolve a number of similar complaints he has received.

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