SPCA Certified animal welfare complaints process

An investigation is launched every time SPCA Certified receives a complaint or is made aware of potential welfare issues regarding one of its member sites. Complaints may come from staff members, other organisations, from SPCA Certified’s independent third-party auditors, or from members of the public.

This procedure outlines how complaints related to SPCA Certified farms or businesses can be lodged, how they will be addressed, and how potential breaches of the Animal Welfare Act 1999 will be referred to the appropriate agency, such as the Ministry for Primary Industries (MPI) or the SPCA Inspectorate.

The priority is to establish what has happened, and any potential impact on animals. To assist us in investigating your complaint efficiently, please provide as much information as possible, including:

• Name and contact details (anonymous complaints are accepted but may limit our investigation abilities)
• Location of the farm, pet care business, or facility involved
• Description of the issue, including dates and times (if known)
• Any supporting evidence (photos, videos, or witness statements)

Complaints are more difficult to investigate without detailed information. In some instances, complaints may lack key information or are made a long time after the fact, making them more challenging or impossible to investigate.

Each complaint will be assessed and investigated in line with SPCA Certified's compliance and welfare protocols. During the investigation, we will check for:

• Non-compliance with SPCA Certified standards and practices.
• Potential breaches of the Animal Welfare Act 1999.

The investigation may involve:

• Reviewing evidence provided.
• Conducting on-site inspections (announced or unannounced).
• Consulting with the certified farm, pet care business, or facility’s management.
• Discussions with auditors about the farm or facility

It is important that SPCA Certified is given the time to conduct a fair and thorough investigation to validate any allegations that have been made.

If the initial information received, or if subsequent information gathered by SPCA Certified during the initial investigation indicates a potential AWA offence, we reserve the right to share all information with the relevant compliance agency below, who will then decide whether to conduct their own investigation.

• Farmed animals - Ministry for Primary Industries (MPI).
• Companion animals - SPCA Inspectorate.

These compliance agencies work independently of SPCA Certified to investigate potential animal welfare offences against the Act. When appropriate, they will advise SPCA Certified of the outcome once the investigation is concluded.

After completing the investigation, the information will be reviewed by a wider committee (i.e. SPCA Certified, lead auditor, SPCA Chief Scientific Officer, and SPCA CEO) before making a decision on next steps. These steps may include:

• Closing the investigation without further action if allegations are not substantiated
• Take corrective actions, if necessary, including requiring the certified farm or pet care business to address non-compliance or, in severe cases, suspending or revoking SPCA Certified accreditation.
• Place the certified farm of pet care business on an increased audit schedule if necessary
• Review internal processes and procedures within SPCA Certified to identify areas for improvement and ensure ongoing compliance with our standards.
• Confirm to the complainant when the issue has been resolved or transferred to a compliance agency, if required.

SPCA Certified standards require each farm, facility or business to have either a written policy that allows staff to report any concerns (i.e. ‘Whistleblower’ policy) or make all staff aware of who to speak with should concerns arise.

Under SPCA Certified, there is also a requirement for a staff negligence policy, so any person not adhering to the SPCA Certified standards, or negligent in their role and responsibilities to maintaining animal welfare is appropriately managed.

This is on top of the minimum legal requirements under the Act and the codes of welfare.

If you have a concern or wish to file a complaint regarding an SPCA Certified farm or pet care business, you can submit your complaint through one of the following channels:

• Email SPCA Certified at certified@spca.nz
• Lodge a complaint through SPCA Inspectorate
• Lodge a complaint through MPI

Note: All information provided is treated with the strictest of confidence.