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Learning To Complain

28 November 2012

Learning To Complain

A group of specialised complaint handling organisations has developed resources for teaching the language of complaint to new speakers of English. The resources are available free online for anyone to use.

The group has previously worked together to produce, an online directory to help people identify the right place to make a complaint. The organisations’ research suggests people from minority groups are under-represented as complainants. People who speak languages other than English, or are not confident readers, are less likely to use specialised complaint handling services.

The resources are being sent to community organisations to use in language classes or by home tutors. Anyone can download the sheets from

The language of complaint resources cover four topics:

• It’s OK to complain

• Complaints about goods or services

• Writing to complain

• Where to get more help with resolving a complaint

Several of the complaint handling organisations that developed the resources will be speaking about their work at the Consumer Affairs Consumer Rights Day in Tauranga today and will launch the group initiative.

Members of
.nz Dispute Resolution Service

(Domain Name Commission)

Advertising Standards Authority

Banking Ombudsman

Broadcasting Standards Authority

Charities (Department of Internal Affairs)

Commerce Commission

Electricity & Gas Complaints Commissioner

Financial Dispute Resolution

Financial Services Complaints Ltd

Health & Disability Commissioner

Human Rights Commission
Independent Police Conduct Authority

Insurance & Savings Ombudsman

Judicial Conduct Commissioner

Legal Complaints Review Office

New Zealand Law Society

Office of the Ombudsman

Press Council

Privacy Commissioner

Quality Commission

Real Estate Agents Authority

Telecommunication Dispute Resolution


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