If you’re not satisfied with the response you receive about an MIQ complaint, you can complain to the Ombudsman.
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.
The Ombudsman also isn't able to look at cabinet decisions to lengthen the stay in MIQ for all travellers as a temporary measure from seven to 10 days, or the decision to push out the date for self-isolation for those travelling from Australia from 17 January - 28 February 2022.
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.
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.
- Media statement: Ombudsman launches investigation into MIQ booking system
- Video: Announcement – Investigation into the MIQ booking system
- Investigation Framework