18 August 2021 | Important Notice


In line with Ministry of Health guidance, our staff are currently working remotely. They remain available to assist and it is business as usual. However, we ask that wherever possible you contact us online or by email to casemanager@icra.co.nz.

If you need to courier documents, please contact our case management staff in the first instance to confirm the appropriate delivery details.

He waka eke noa.

Complaint Management

Better manage your relationships and proactively manage risk

What happened last time you made a complaint? Were you happy with the response?

It’s always useful to reflect on our own experiences to better understand and frame our own complaints processes.

ICRA’s specialists can provide you with an independent review of any complaint lodged or assist you with training around how to better manage and address complaints you may receive.

We understand that complaints processes and dealing with customers who are unhappy is not always a task that organisations relish. But, just remember, complaints also provide us with useful feedback. A complaints process is a really important service for your customers and clients but also a vital business tool for you to better understand how your organisation can better meet the needs of your market.

To discuss your needs, please contact our case management team who will be more than happy to help.