Complaints Procedure for NZSA Members

NZSA is a membership organization and a registered not-for-profit with charitable status. The staff and Board take feedback from our members seriously and are committed to protecting the rights of our members, as well as the privacy of members.

NZSA’s Feedback and Complaints Procedure is as follows:

Providing Feedback or Making a Complaint

Initial contact to either provide feedback or to make a complaint can be sent to us via the NZSA Chief Executive or NZSA President by email: director@nzauthors.org.nz | president@nzauthors.org.nz

or by a letter in writing to the President/Board or the Chief Executive at the address below:

The New Zealand Society of Authors Te Puni Kaituhi o Aotearoa
PO Box 331488, Auckland 0740

You may provide anonymous feedback.

However, if you wish to make a formal complaint this must include:
  • Details of the complaint.
  • Your contact details. NZSA cannot respond to complaints where contact details have not been provided.
  • The area of NZSA’s business you wish to complain about. This may include communications, policies, the services you receive, feedback on branches, the conduct of an employee or the transparency of our operations.
  • The reason for your complaint
  • The outcome you hope to achieve
  • Any material that supports your complaint
How we deal with Feedback and Complaints
  • Feedback will be directed to the staff and management committee.
  • A formal complaint will be directed to the CE and to the NZSA Board.
  • Feedback is valued and will be used to inform future services.
  • If you have made a formal complaint this will be acknowledged within 7 business days of us receiving it.
  • We will respond to the complaint in writing within 14 days of acknowledging receipt.
  • If the complaint involves another person/organisation we may contact you, to seek permission to contact that person/organization for comment.
  • We will maintain a register of all formal complaints and the response/action taken.
  • If you are not satisfied with the explanation provided in our response, you will have 14 days to request that the matter be referred to the NZSA Board for review.