The Closure Of Complaint Letter is a crucial document in New Zealand's business and regulatory landscape, used to formally conclude complaint proceedings and provide documentation of resolution outcomes. This document type is essential when an organization has completed its investigation and reached a final decision regarding a complaint, whether the resolution is in favor of the complainant or not. The letter must comply with New Zealand's legal framework, including the Privacy Act 2020, Consumer Guarantees Act 1993, and Fair Trading Act 1986. It serves multiple purposes: documenting the resolution, protecting both parties legally, maintaining clear communication records, and providing closure to all involved parties. The document typically includes complaint details, investigation findings, resolution outcomes, and any follow-up actions required.
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1. Letterhead and Date: Organization's official letterhead and current date
2. Recipient Details: Complainant's name and contact information
3. Reference Information: Complaint reference number and date of original complaint
4. Acknowledgment: Brief acknowledgment of the original complaint and thank you for bringing it to attention
5. Investigation Summary: Brief overview of the steps taken to investigate the complaint
6. Findings and Outcome: Clear statement of the investigation findings and resolution reached
7. Closing Statement: Professional closure of the matter and appreciation for patience during the process
8. Signature Block: Name, title, and contact information of the responding officer
1. Compensation Details: Include when the resolution involves financial or other forms of compensation
2. Further Actions Required: Include when specific actions need to be taken by either party to complete the resolution
3. Appeals Process: Include when the complainant has the right to appeal the decision or escalate the matter
4. Prevention Measures: Include when describing steps taken to prevent similar issues in the future
5. Related Services: Include when suggesting additional services or support available to the complainant
1. Investigation Timeline: Detailed chronological list of investigation steps and communications (if required for complex cases)
2. Supporting Evidence: Copies of relevant documents, photographs, or other evidence that supports the decision
3. Compensation Calculation: Detailed breakdown of any compensation amounts (if applicable)
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