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Consumer Complaints
The Telecare Services Association New Zealand administers a complaints process using the Complaints Handbook which governs how complaints about members can be investigated. If complaints are upheld, and if warranted, disciplinary action can be taken.
In the first instance the complaint should always be referred directly to the member who the complaint is made against. If the complainant then feels that the complaint has not been satisfactorily resolved, then the complainant can refer the complaint to TSANZ.
A complaint against a TSANZ member must be in writing, include a timeframe of events and copies of relevant documents. Typically, complaints are made on the basis that the member has breached the Association's Code of Professional Responsibility and TSANZ's Specification for Personal Emergency Response Systems (PERS):
Part 1 - Alarm Equipment Provider Technical and Operational Requirements
Part 2 - Alarm Service Provider Requirements
Make a complaint
There are two ways to make a complaint. You can either make a written complaint and send it to us via email or post, or you can fill out a form here. If you wish to attach documents, please contact us via email or post.
Please include:
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The complaintant's name and contact details
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The name of the people involved from the TSANZ member company, and the region in which the events occurred.
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An outline of the nature of the complaint. Please let us know what the problem is in as much detail as possible.
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If known, please specify the provision of the Code of Professional Responsibility or TSANZ's Specification for Personal Emergency Response Systems (PERS) Parts 1 & Part 2 which have been breached.
More information on the complaints process below.
You can email us at: contact@tsanz.org.nz
Complaints Process
Complaints must be lodged within 12 months of any alleged incident.
TSANZ follows the Complaints Handbook when investigating complaints.
Once a complaint has been received by TSANZ, it is checked to make sure that it is complete. The member complained about is sent a copy of the complaint and is given twenty working days to respond. An initial investigation is then undertaken by the Complaints Officer who writes a report to the Chair of the investigating Committee.
If, following consideration of the Complaint Officer's report, the Chair of the Investigating Committee believes that there are grounds to proceed, an Investigating Committee is formed which investigates the complaint. Further information is sought from the complainant and the Member who has been complained about through meetings with the parties. The costs of attending meetings of the committee are met by the complainant and the Member.
The investigating committee is able to explore with the complainant and the Member options for resolving the issue through mediation or arbitration.
If options for mediation or arbitration are not taken up, then the Investigating Committee makes a recommendation to the Board to dismiss the complaint or proceed to a Disciplinary Committee hearing.
The Disciplinary Committee hearing is conducted under the framework outlined in TSANZ's Complaints Handbook. The Disciplinary Committee then makes a recommendation to the Board that the complaint is dismissed or is upheld. If the complaint is upheld the Disciplinary Committee recommends a penalty to be imposed on the Member. The Member has the right to appeal the decision of the Board.