在2014年，新西兰移民局（INZ）委托外部顾问对新西兰移民局的客户投诉解决程序（CCRP）进行核查。

核查的目的是确定CCRP是否是公平合理的，提高它的效率和质量，CCRP是否需要，如果需要，怎样才能实施。

核查也还检查系统是否有提升空间或使新西兰移民局能够更好地从客户的投诉中学习。

核查已经完成，并且新西兰移民局领导方针在原则上同意对审查报告的建议。新西兰移民局现在将转移到规划阶段，因为它考虑如何更好地落实这些意见。

请注意，直到新的策略被完成并且新西兰移民局领导方针
同意，目前CCRP将继续正常运作。

In 2014, Immigration New Zealand (INZ) commissioned an external consultant to conduct a review of INZ’s Client Complaint Resolution Process (CCRP).

The review’s purpose was to determine whether the CCRP was fair and reasonable, whether increased efficiency and quality in the CCRP is needed, and if the latter, how such gains could be achieved.

The review also examined whether systems could be improved or introduced to enable INZ to better learn from customer complaints.

The review has now been completed and INZ leadership have agreed in principle to the recommendations of the review report. INZ will now be moving to the planning stage as it considers how best to implement the recommendations.

Please note that until the new policy is fully designed and agreed to by INZ leadership, the current CCRP will continue to operate as normal.