Vexatious Complaints Policy Template for New Zealand

The Vexatious Complaints Policy is essential for organizations operating in New Zealand that need to maintain efficient complaint handling processes while protecting resources from misuse. This document becomes necessary when organizations experience patterns of unfounded complaints, need to establish clear guidelines for identifying and managing vexatious complaints, or require a structured approach to balance complaint handling with resource management. It incorporates requirements from New Zealand employment law, workplace health and safety regulations, and human rights legislation, providing a comprehensive framework for fair and effective complaint management. The policy typically includes definitions of vexatious behavior, assessment criteria, response procedures, and safeguards to ensure legitimate complaints are not discouraged.

1. Purpose: States the policy's objectives to manage complaints effectively while preventing misuse of complaint procedures

2. Scope: Defines who the policy applies to and what types of complaints are covered

3. Definitions: Defines key terms including 'vexatious complaint', 'frivolous complaint', 'complainant', 'respondent', and 'natural justice'

4. Legal Framework: References relevant legislation and organizational policies that govern complaint handling

5. Characteristics of Vexatious Complaints: Lists indicators and examples of what constitutes a vexatious complaint

6. Roles and Responsibilities: Outlines responsibilities of staff, managers, HR, and other relevant parties in handling potential vexatious complaints

7. Assessment Process: Details the process for evaluating whether a complaint is vexatious

8. Actions and Consequences: Describes possible actions to be taken when a complaint is determined to be vexatious

9. Appeals Process: Outlines how decisions about vexatious complaints can be appealed

10. Record Keeping: Specifies requirements for documenting complaints and decisions