Complaints Policy
1. Objective
1.1 The purpose of this policy is to ensure complaints are handled fairly, efficiently and effectively. Khov Jones’s complaints policy and procedures are intended to enable quick responses to issues raised by people making complaints in a timely and cost-effective way, boost public confidence in our administrative process and provide information that can be used by Khov Jones to deliver quality improvements to their services, staff and complaints handling procedures.
2. Definitions
2.1 “Complaint” is an expression of dissatisfaction made to or about Khov Jones, their services, staff or their handling of the complaints where a response or resolution is explicitly or implicitly expected or legally required.
2.2 “Complaint handling procedures” includes all policies, procedures, practices, staff, hardware and software used by Khov Jones in the management of complaints.
2.3 “Dispute” is an unresolved complaint escalated either within or outside of our organization.
2.4 “Feedback” is an opinion, comment or expression of interest or concern, made directly or indirectly, explicitly or implicitly, to or about Khov Jones, about their services, staff or complaints procedures where a response is not explicitly or implicitly expected or legally required.
3. Policy Statement
3.1 Khov Jones is committed to seeking and receiving feedback and complaints about their services, staff and complaint procedures. People who lodge complaints will be:
a) Provided with information about Khov Jones’s complaint procedures;
b) Listened to and treated with respect by Employees; and
c) Provided with reasons for Khov Jones’s decision/s in relation to their complaints.
3.2 Khov Jones have developed this Policy, having regard to relevant legal requirements and current best practices, including the guidance provided in Australian/New Zealand Standard AS/NZS10002:2014 Guidelines for complaint management in organisations.
3.3 Khov Jones has regard to the following guiding principles when managing complaints:
| Visibility and Transparency | This Policy is to be available on the Khov Jones New Zealand website and also internally within Khov Jones.
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| Accessibility | This Policy is to be readily accessible to clients and other third parties, as well as to directors and employees. This Policy (and any revisions) must be easy to understand and include details on making and resolving complaints.
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| Responsiveness | Receipt of each complaint is acknowledged to the complainant. Complaints will be handled in an efficient and effective manner, with appropriate priority depending on the urgency and context of issues raised. Complainants will be treated courteously throughout the complaint-handling process.
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| Objectivity | Each complaint is treated in an equitable, objective and unbiased manner through the complaints-handling process.
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| Charges | There will be no charge to the complainant for making a complaint.
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| Privacy | Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to disclosure or unless disclosure is otherwise allowed under applicable privacy laws.
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| Client Focussed Approach | All directors and employees of Khov Jones, are committed to efficient and fair resolution of complaints. We actively solicit feedback from our clients on a regular basis and acknowledge a client’s right to complain.
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| Accountability | All directors and employees of Khov Jones accept responsibility for effective complaints handling. The directors will ensure that, where appropriate, issues raised in the complaints handling process are reflected in director and employee performance evaluation.
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| Continual Improvement | Our complaints handling process will be reviewed periodically, to enhance its efficient delivery of effective outcomes.
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3.4 All reasonable steps will be taken to ensure that people making complaints are not adversely affected and that their identity is protected where it is practical and appropriate. Personal information that identifies individuals will only be disclosed or used by Khov Jones as permitted under the Privacy Act 2020. The complainant may choose to have another party represent them with their consent (e.g. family member, advocate or legal representative). However, if complainants behave unreasonably in their dealings with Khov Jones, their conduct can significantly affect the progress and efficiency of the complaint’s procedure. As a result, Khov Jones will take proactive and decisive action to manage any conduct that negatively and unreasonably affects them and will support its staff to do the same in accordance with this policy.
3.5 This policy does not apply to the following situations:
a) At times, complaints can be by way of negative feedback, which may not require a resolution or formal follow-up. While this type of feedback is valuable to the firm and is proactively sought by it, the Policy does not apply to feedback of this nature.
b) Nor does this policy apply to recruitment or employment-related complaints and grievances. Any such inquiries will be forward to the appropriate person in Khov Jones for consideration in accordance with legal requirements.
c) This Policy also does not apply if the complaint has been raised to be addressed by another body.
4. Procedure
4.1 How a complaint may be made
4.1.1 Where a complaint is about a particular engagement, service, product, director or employee and you are familiar with the engagement team working on your matter, you may wish to address your complaint to an appropriate member of that engagement team, orally, by letter, email or via the Contact Us page on the Khov Jones website.
4.1.2 Where possible, complaints should be made in writing so that the details of the complaint are clear and complete. If you are not sure to whom you should refer your complaint, please write to:
By Post
Attn: The Director responsible for your engagement
Khov Jones
PO Box 302261
North Harbour
Auckland 0751
By Email
admin@khovjones.co.nz
4.2 What information is required when making a complaint
4.2.1 When making a complaint, please provide the following information:
- Your name, position and contact details
- Your relationship with Khov Jones (i.e. the nature of your engagement with Khov Jones)
- Your contact person within Khov Jones (if applicable)
- The nature of the complaint (including when the conduct giving rise to the complaint occurred; and whether a complaint has previously been raised within Khov Jones)
- Details of the Khov Jones director or employee involved (if applicable)
- Copies of any documentation supporting the complaint
- The outcome sought by the complainant.
4.3 How we will handle your information and your privacy
4.3.1 We will use the information you have provided us to assess your complaint, conduct the investigation and seek a resolution. To effectively investigate your complaint, we may need to share the information you give us with:
- The people or team your complaint is about;
- Other people within Khov Jones who may assist us with investigation of your complaint;
- Where your complaint is made on behalf of an organisation, that organisation.
- Where your complaint involves multiple parties, including Khov Jones or Khov Jones clients, those other parties.
4.3.2 We will comply with privacy legislation at all times. Personally identifiable information will not be disclosed to third parties unless the complainant expressly consents to its disclosure or applicable privacy legislation allows us to do so.
4.3.3 We may also collect information about you from the parties listed above where it is necessary to investigate your complaint. We may also need to collect further information from you in order to investigate your complaint. If you do not provide this information, we may need to discontinue investigating your complaint as the investigation may be hindered by the lack of required information. We will inform you if that is the case.
4.4 Assistance with making a complaint
4.4.1 If you need assistance in formulating or lodging a complaint, please contact a member of the engagement team working on your matter, or the Director responsible for your engagement (contact details as provided above). If you authorise someone to make your complaint on your behalf, we may need your written confirmation of their authority before we can discuss your complaint with them.
4.5 Acknowledgement and review of complaints
4.5.1 We are committed to acknowledging all complaints promptly upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint and look to address it expeditiously. We will endeavour to respond to your complaint within 45 days, or shorter time period if required by applicable laws and regulations, but this will not be possible in all situations. Where our review is likely to take longer, we will contact you to inform you why our response is delayed and indicate when we expect to complete our review and provide a response to your complaint.
4.6 Your rights during the complaint process
4.6.1 You have the right to enquire as to the status of your complaint by contacting the director or employee who has been identified to you as handling your complaint.
4.7 Response to a complaint
4.7.1 Once we have reviewed your complaint, we will provide you with a written response. If you are dissatisfied with our response, you may refer the matter to an external body, as set out under “Further Action” below.
4.8 Rights of Complainant and Khov Jones
4.8.1 All parties to a complaint have a right to be treated fairly, professionally and with appropriate discretion. Actions which are contrary to this can affect all people involved. If a complainant acts in a manner which Khov Jones considers to be inappropriate, including by making unreasonable demands or behaving unreasonably, Khov Jones will take appropriate steps to ensure this behaviour does not impact on the health, safety and security of Khov Jones people, our ability to operate including the ability to respond to complaints; at the same time as continuing to review valid complaints.
4.9 Further Action
4.9.1 If you are dissatisfied with Khov Jones’s response to your complaint or the manner in which your complaint has been handled, you may have a right to refer the matter to an external organisation. This includes the following, where applicable to the services provided:
- New Zealand Institute of Chartered Accountants
For a complaint involving those subject to the disciplinary jurisdiction of the New Zealand Institute of Chartered Accountants, see https://www.charteredaccountantsanz.com/aboutus/complaints/complaints-about-a-member.
The Secretary – Professional Conduct Committee
New Zealand Institute of Chartered Accountants
PO Box 11342
Wellington 6142
0800 469 422
Email: Complaints.NZICA@charteredaccountantsanz.com
- Restructuring, Insolvency & Turnaround Association New Zealand Incorporated
For a complaint involving a registered member of this Association, please refer to www.ritanz.org.nz/complaints.
4.10 Continuous Improvement
4.10.1 Complaints will be analysed by the directors for the identification of systemic or recurring problems. If such problems are identified, the firm will consider what actions it may need to take to address these problems.
4.10.2 Khov Jones complaints handling process and this policy will be reviewed periodically to enhance its delivery of efficient and effective outcomes. This review will be performed by the directors or an appropriate appointee. Khov Jones firmly believes that responding to and learning from complaints is an essential part of Khov Jones’s commitment to continuous quality improvement.
4.10.3 Where appropriate, issues that arise as a result of the complaints handling process may be incorporated in the process for monitoring and evaluating partner and employee performance.
4.10.4 Please contact the directors if you have any comments or suggestions in respect of this Policy.
Policy Amendments
Khov Jones reserves the right to amend this policy at any time in accordance with Khov Jones policy review process.
Effective from 1 October 2026
