The NZMCA is a membership based organisation representing the interests of private motorhome and caravan owners in New Zealand.
The association has made its mission to advance these interests by providing relevant services and information, promoting fellowship and strongly advocating for vehicle safety, road courtesy and protection of the environment.
NZMCA policy
Our Association welcomes compliments and complaints.
At NZMCA we believe that each of these forms of feedback enables us to improve and extend the services we offer to our members by continuous improvement in the delivery of our services.
NZMCA commits:
- to listen carefully, to ask questions respectfully and to respond appropriately in a timely manner
- to keep appropriate records
- in the case of complaints:
- to address them even handedly and to follow the principles of natural justiceo
- to maintain confidentiality about the people concerned, the content of the complaint and the process used to resolve it, unless required by law to do otherwise
- to keep those involved informed of the progress of the complaint
- to apply a clear internal procedure so that all complaints are addressed in a fair, consistent and timely manner
- to reflect on and learn from feedback and, as a result, to initiate appropriate steps to lead to improved delivery of our services to members.
Compliments
If you give us a compliment, we will make sure that we pass it to the relevant member of our team. We will also think about how we can continue doing whatever it is that you have complimented us on, and how we can learn from it to improve other areas of our services.
Please feel free to send your compliments to the NZMCA email members@nzmca.org.nz.
Complaints
Breach of the NZMCA Code of Conduct
All NZMCA members are required to comply with the association By Laws and Code of Conduct. To make a complaint you must do so within 30 days of the occurrence of the incident. It must also be lodged using the complaint forms which you can find here
If you make a complaint about a member we will implement our member complaint process.
Our process
Our member complaints process is a confidential one. This means anything discussed or agreed to during the process remains confidential and cannot be used in any other forum, disseminated to other people or placed on any form of social media. You will be asked to agree to the confidentiality of the process.
The process is a transparent one. This means anything you provide us will be shared with the member who is subject of the complaint (except your identity) and anything provided by the member will be shared with you. In some rare circumstances information may not be shared, either upon request by one of the parties and the agreement of the NZMCA CEO or at the discretion of the CEO. If this happens reasons for non-sharing will be provided.
The other important matter is that we need all the information you have when you lodge your complaint. We cannot consider information provided at a later date except in special circumstances.
Once information from yourself and the member are provided the matter is then carefully considered by the Complaints Investigator who will decide what action to take. On occasions this may involve discussion with the NZMCA CEO or the Disciplinary Committee Chair.
Outcomes
The outcome of your complaint can vary and may include:
- A notification to the member only
- No further action - with an explanation as to why
- A formal warning to the member
- An apology from the member
- An undertaking by the member to modify his/her behaviour
- Suspension of NZMCA membership
- Referral to the Disciplinary Committee – serious breaches only
- Cancellation of NZMCA membership - serious breaches only.
We will maintain regular contact with you and with the member to keep you each informed of progress, to provide any reasonable assistance and, as far as possible, to make sure that you are satisfied with the steps that NZMCA has taken. We will apply a clear internal procedure so that all complaints are addressed in a fair, consistent and timely manner.
Timings
Our process aims to deal with complaints as efficiently as possible. On average this can take between six and eight weeks.