Code of conduct

MBIE’s Code of Conduct sets the expected standards of behaviour for all GCCRS staff and representatives.

MBIE’s Code of Conduct focuses on acting fairly, impartially, responsibly and in a trustworthy manner.

MBIE’s Code of Conduct aligns with the State Services Commission Standards of Integrity and Conduct(external link), employment agreements, employment legislation and MBIE policies.

GCCRS Homeowner Charter

We will:

  • Put you at the centre of our processes and support you to resolve your claim
  • Provide you one point of contact to support you through the claim resolution process
  • Be available to meet with you face-to-face
  • Listen carefully so that we understand your perspective
  • Be respectful, responsible, friendly and professional
  • Be transparent by providing access to information that we hold, or gather for you, about your claim
  • Facilitate access to technical information and support to assist you to reach a resolution (including legal, engineering and wellbeing).

You will:

  • Be treated with courtesy and respect
  • Have access to information about your insurance claims
  • Be listened to
  • Be given fair and impartial service
  • Have your information kept secure and confidential
  • Be able to choose to resolve your claim through other avenues at any time.

So that we can help you, we need you to:

  • Provide the information we need to assist you to reach resolution, or authorise us to collect information on your behalf
  • Attend and be prepared for meetings
  • Treat our staff with courtesy and respect.

Making a complaint

Our Code of Conduct and Homeowner Charter set out what you can expect of GCCRS staff when they are working with you. If for some reason, your expectations are not met, you have the option to make a formal complaint by phone, email, post, or in person.

When GCCRS receives your complaint, we will send you an acknowledgment letter within five working days advising that the Investigating Manager will be in contact within two working days to discuss your complaint.

GCCRS has 20 working days to investigate your complaint and reach a decision. The investigating manager will write to you advising of the decision; outlining the evidence considered and reasoning, any action taken as a result of the complaint, and any remedy offered.

The investigating manager will also advise you that you may escalate the matter to Office of the Ombudsman or the Office of the Privacy Commissioner (as appropriate) should you be dissatisfied with the outcome or process.

If your complaint is about another organisation involved in GCCRS, this is a referable complaint and your complaint will be referred to the relevant organisation.