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A Letter of Complaint Response is a critical business communication document used when formally responding to customer grievances in New Zealand. This document type must comply with New Zealand's consumer protection framework, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986. It serves multiple purposes: acknowledging the complaint, documenting the organization's investigation and findings, proposing resolution measures, and maintaining a formal record of the response. The letter should be drafted with consideration of potential legal implications and may become important evidence if the dispute escalates to regulatory authorities or the Disputes Tribunal. A well-crafted Letter of Complaint Response can help resolve disputes efficiently, maintain customer relationships, and demonstrate the organization's commitment to customer service while protecting its legal interests.

1. Complaint Reference Details: Include date of original complaint, reference numbers, and relevant customer details

2. Acknowledgment: Formally acknowledge receipt of the complaint and thank the customer for bringing the matter to attention

3. Understanding Summary: Demonstrate clear understanding by summarizing the key points of the complaint

4. Investigation Findings: Detail the investigation process and findings for each complaint point

5. Resolution/Response: Clearly state the company's position and proposed resolution

6. Next Steps: Outline any actions required, timeline, and contact information for follow-up