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How to make a complaint to EQC

New Zealanders rely on EQC to provide efficient claims management in the aftermath of a natural disaster. While we strive to make the process as easy as possible, we also appreciate that things don’t always go according to plan given the challenging circumstances of a natural disaster.

If you have a complaint about the service you've received from EQC, please let us know so we can help you sort it out. 

(If you want to report dishonesty, please phone 0800 00 27 28 or use EQC's online allegation form.) 

Complaints brochure

You can download a brochure about ‘How to make a complaint’ here.

Online complaints form

Complaints form

Phone

0800 652 333 from within New Zealand.

Email

complaints@eqc.govt.nz

Fax

(04) 978-6432 from within New Zealand.

Write to:

EQC Claims
PO Box 311
Wellington 6140

What happens after you lodge a complaint

  • Complaints to EQC are managed by dedicated Resolution Specialists.

  • Upon receiving your complaint, a Resolution Specialist will contact you within 10 days. The Resolution Specialist will gather more information and consider the best approach to help you achieve resolution of your complaint.

  • The Resolution Specialist will manage your complaint all the way through the process, keeping you fully informed of timeframes and steps along the way. The outcome of the investigation will be discussed with you and once we reach a resolution, this will be confirmed in writing.

What to do if you're not satisfied with the outcome

EQC Mediation Service

EQC is offering a free, independent mediation service for customers who have not been able to reach resolution through our complaints process.

The EQC Mediation Service is administered by the Arbitrators’ and Mediators’ Institute of New Zealand (AMINZ). It is available to customers whose disputes are potentially able to be settled through mediation and who have been invited to participate.

Ombudsman

If you've made a complaint to EQC and you're not satisfied with the outcome of the complaint investigation, you have the right to raise your concerns with the Office of the Ombudsman.

Contact details for the Ombudsman

Phone: 0800 802 602

Write to:

The Office of the Ombudsman
PO Box 10152
Wellington

The Ombudsman will ask you if you have first tried to resolve your issue with us directly. They'll look into your complaint and may make a recommendation to us regarding the issue you have raised.

Related links

How to contact EQC if you have a general query

If you have a question or concern about your claim please get in touch with us using the contact information here.

Requesting claim information

You can find out how to request information about your claim here.

Missed building damage or settlement amount query

If you believe EQC has missed damage on your property or that the settlement amount is not fair and reasonable, you can find out how to request a claim review here.

Land claim review

Information on how to request a review of your land settlement is here.

Canterbury Home Repair Programme

Information on how to raise an issue with your Canterbury Home Repair Programme repair before work is completed is in section 9 of the CHRP page here.
You can find more information on the claim review form here.

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