Advocating on behalf of customers
Advocating on behalf of a customer?
You will need their permission before we can access any information for you on their behalf or discuss their cases with you. Permission can be given by the customer:
- over the phone (eg to a housing advisor at the Customer Services Centre) – this is by far the fastest way to raise and get a response to/progress a query and is the best channel to use for both routine and urgent enquiries.
- in person (eg if you are attending a scheduled meeting with an applicant or tenant)
- in writing (eg if you need to talk to us at a time when the customer cannot be available). This channel is best suited to non-routine, non-urgent enquiries. Please ask the customer to complete and sign this privacy waiver form which can then be scanned and emailed with details of the query to HousingNZ.StakeholderQueries@hnzc.co.nz. Please note that we aim to respond to incoming queries through this channel within two working days.