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BSA news and media releases including the BSA Pānui newsletter

New resources on Complaint Line

Complaint Line is a gateway website of agencies that provide the public with processes for resolving complaints.

It has just launched some free online resources about the language of complaint. These can be used by teachers working with people who are not confident in speaking and writing English. The topics include 'It's OK to complain' and 'Writing to complain' and are available on the Complaint Line Resources page.

From the media release about the new Complaint Line resources:

Learning to complain

A group of specialised complaint handling organisations has developed resources for teaching the language of complaint to new speakers of English. The resources are available free online for anyone to use.

The group has previously worked together to produce, an online directory to help people identify the right place to make a complaint. The organisations’ research suggests people from minority groups are under-represented as complainants. People who speak languages other than English, or are not confident readers, are less likely to use specialised complaint handling services.

The resources are being sent to community organisations to use in language classes or by home tutors. Anyone can download the sheets from

The language of complaint resources cover four topics:

  • It’s OK to complain
  • Complaints about goods or services
  • Writing to complain
  • Where to get more help with resolving a complaint


View a list of all the agencies on Complaint Line