NZWCA Procedure for Complaints

A formal complaint may be made in full confidence by contacting either the NZWCA Registrar reg@woolclassers.org.nz or the NZWCA Board chair via secretary@woolclassers.org.nz. It is expected any complaint will be actioned in a timely manner, suggested within 7-10 day of receiving complaint.

Complaint from NZWCA Member Classer or Grader

  • Strict confidentiality compulsory at all stages.
  • Registrar and NZWCA chair or vice-chair appoint a sub-committee from NZWCA staff and/or Board members to deal with each complaint on a case-by-case basis. Sub-committee may include Registrar, chair and/or vice chair and should include at least one of these
  • Registrar or one sub-committee member contacts and listens to the affected Classer/Grader making the complaint and ask for and receive written summary (by email or hard copy)
  • Registrar or one sub-committee member contacts and listens to the person or persons who are the subject of the Classer/Grader’s complaint and request a written outline of their response (by email or hard copy). If person or persons decline to engage, complaint from Classer/Grader may still proceed
  • Registrar or sub-committee member then builds a report based on information supplied from both parties, ensuring all effort is made to identify consequences and effects to all parties, and a balanced view. Report submitted to complaints sub-committee for consideration
  • Sub-committee agrees on recommended course of action, possible resolution summarised in a report (with all names and identifying information redacted) to NZWCA Board
  • NZWCA Board vote on suggested plan of action aiming for complaint resolution, majority approval required.
  • Approved action undertaken by Registrar and/or sub-committee
  • Registrar and/or sub-committee report back to Board on final outcome
  • Any decision or resolution made by NZWCA Board or staff in relation to any complaint will not include a monetary determination. The decision may be used by the parties or their legal representatives to assist in reaching any financial recompense if required.
  • In the event any party requests a decision from NZWCA Board or staff, NZWCA authorises the instructions of independent advice.       

Complaint from Industry about a NZWCA member

  • Strict confidentiality compulsory at all stages.
  • Registrar and NZWCA chair or vice-chair appoint a sub-committee from NZWCA staff and/or Board members to deal with each complaint on a case-by-case basis. Sub-committee may include Registrar, chair and/or vice chair and should include at least one of these.
  • Suggested order of contact following complaint: Classer/Grader, Shearing Contractor, Broker Representative, Farmer, any other relevant party.
  • Registrar or one sub-committee member contacts and listens to the person or persons who have made the complaint and ask for and receive written summary (by email or hard copy).
  • Registrar or one sub-committee member contacts and listens to the NZWCA member Classer/Grader who is the subject of the complaint and request a written outline of their response (by email or hard copy). If the subject of the complaint (NZWCA member) declines to engage, complaint from may still proceed.
  • Registrar or sub-committee member then builds a report based on information supplied from both parties, ensuring all effort is made to identify consequences and effects to all parties, and a balanced view. Report submitted to complaints sub-committee for consideration.
  • Sub-committee agrees on recommended course of action, possible resolution summarised in a report (with all names and identifying information redacted) to NZWCA Board.
  • NZWCA Board vote on suggested plan of action aiming for complaint resolution, majority approval required.
  • Approved action undertaken by Registrar and/or sub-committee.
  • Registrar and/or sub-committee report back to Board on final outcome.
  • Any decision or resolution made by NZWCA Board or staff in relation to any complaint will not include a monetary determination. The decision may be used by the parties or their legal representatives to assist in reaching any financial recompense if required.                      
  • In the event any party requests a decision from NZWCA Board or staff, NZWCA authorises the instruction of independent advice.