Pulling Back the Curtain on Customer Service & Ethics in New Zealand

News, reviews and commentary on the good, the bad and the ugly . . . we shine a congratulatory light on enterprises (including government agencies) that hold themselves to a high standard . . . and we expose those that don't.

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by Jordan Kelly 29 January 2026
If You Ever Need to Dig Into What Really Happened with Your Pet's Treatment, You Need to Know What to Ask for . . . Especially If You're Dealing with A Massey-Level Deception
by Jordan Kelly 29 January 2026
The Calculated Destruction of A Beloved Pet (MINE) In the Cover-Up of Malpractice with So Many Clinically Reckless Fail Points that No Sane Owner Would EVER Entrust Their Pet to Massey University's Companion Animal 'Hospital', If They Knew This . . . So Read On.
by Jordan Kelly 29 January 2026
BREAKING: LATEST UPDATE] MASSEY WITHHOLDS INCRIMINATING FOOTAGE FOLLOWING DISCOVERY OF ICU CRUELTY. Formal Complaint Filed with Privacy Commissioner to Force Full Release.
by Jordan Kelly 29 January 2026
Your Pet Is NOT Massey's Property and Is NOT A Disposable Training Aid. He or She Is A Sentient Being . . . and He or She Is YOURS (And You're Paying Through the Nose for His or Her 'Care'.)
by Jordan Kelly 24 January 2026
Morality through Transparency: Restoring Sovereignty & Control to the Pet Parent
by Jordan Kelly 22 January 2026
Algorithmic Truth: Critical Evaluation of the Clinical Narrative Through Forensic AI Analysis
by Jordan Kelly 22 January 2026
My Precious Little Boy Died Needlessly, In Intense Physical, Mental & Emotional Agony . . . Under the Pretences of A False Diagnosis to Enable His 'Disposal' . . . Which the Massey 'Vet' (So Called) Had Me Not Only Consent to, But Actively Participate In
by Jordan Kelly 22 January 2026
Statutory Accountability: Invoking NZ Privacy Act 2020 Section 58 to Pierce the Institutional 'Black Box'
by Jordan Kelly 21 January 2026
'Steffi’: You are no 'vet'. You are the personification of evil. And Massey's Companion Animal 'Hospital'? You are no 'hospital'. You are a veterinary House of Horrors.
by Jordan Kelly 21 January 2026
From Case Study to Global Catalyst: Challenging the Culture of Institutional Fraud and Moral Injury in the International Veterinary Industry
by Jordan Kelly 20 January 2026
Did Holding Massey's Vet Staff & Management to Account for Previous Negligence Lead to the Decision to Dupe Me Into Participating in My Own Dog's Unnecessary Death?
by Jordan Kelly 20 January 2026
When a story involves the conduct of a public, tax-funded institution, transparency is expected. Not suppression through 'digital domain assassination' to prevent exposure by a journalist and pet owner.
by Jordan Kelly 20 January 2026
Why I Deserve (ALMOST) Every Ounce of the Excruciating Pain I’m In
by Jordan Kelly 19 January 2026
Behind Closed ICU Doors : Did Massey Sacrifice My Precious Harry for An Opportunistic Clinical Observation?
by Jordan Kelly 18 January 2026
A Chain-of-Custody Breakage of the Worst Possible Kind
by Jordan Kelly 18 January 2026
‘Internationally Accredited’ Pet Cremation Company Can’t Even Authenticate Remains & Accreditor Has No Complaints Process
by Jordan Kelly 17 January 2026
Is the VCNZ's 'Code of Professional Conduct for Veterinarians' A Document to Be Taken Seriously . . . Or Isn't It?
by Jordan Kelly 17 January 2026
A VITAL & URGENT WARNING TO PET PARENTS EVERYWHERE
by Jordan Kelly 17 January 2026
Clinical Fraud and Breach of Professional Standards at Massey University Companion Animal Hospital
by Jordan Kelly 16 January 2026
The Convenience-Sedation Practice & the True Cost of Clinical Apathy
by Jordan Kelly 16 January 2026
THE KILLING OF HARRY KELLY: A Case Study in A Lethal Dose of Institutional Fraud
by Jordan Kelly 16 January 2026
From Lethally Incompetent Medical Malpractice . . . to Clinical Fraud . . . to A Forensic Crime Scene
by Jordan Kelly 16 January 2026
Will This Badly Behaving Institution Preserve the Truth & Allow It to Be Released In Full? Not So Far. Not By A Long Shot.
by Jordan Kelly 16 January 2026
Being Refused the Right of A Second, External Opinion Cost My Beloved Dog His Life . . . Quite Unnecessarily
by Jordan Kelly 16 January 2026
This is a subtitle for your new post
by Jordan Kelly 15 January 2026
Vertically Integrated, Unrestrained Cruelty . . . from the Top to the Bottom
by Jordan Kelly 13 November 2025
Watch Your Window Supplier & the Products They're Intending to Install in Your Home
by Jordan Kelly 10 October 2025
Whether Contemptuous & Corrupt, Sheer Incompetent, Or 'All of the Above' You Just Prevented This (And Probably More Than One) Ratepayer from Exercising Their Legal Right to Vote
by Jordan Kelly 29 September 2025
BAD, Tech On Road, VERY VERY BAD !! Did You Ever Hear of That Classic Retailer Ad, 'It's The Putting It Right That Counts' ? Obviously Not.
by Jordan Kelly 8 September 2025
And so to the next instalment of the Masterton District Council's Malarkey . . .
by Jordan Kelly 31 August 2025
Before You Vote for More of the Same Contempt from Your Local 'Elected Representatives', See If Any Care About YOU, the Ratepayer . . . Because When You Need Them, You Might Be Highly Disappointed.
by Jordan Kelly 17 August 2025
'Where There Is No Vision, the People Shall Perish' . . . Proverbs 29:18
by Jordan Kelly 13 August 2025
If I owned a retail business, I'd hire these two away in a heartbeat . . .
by Jordan Kelly 13 August 2025
The Clown Show that Dominated Parliament on this Day . . .
by Jordan Kelly 22 July 2025
Definition of 'Corruption' MUST Include Dishonest, Seedy, Cruel, Underhanded & Highly Damaging Practices of Ministers & Ministry Management and Personnel
by Jordan Kelly 19 July 2025
When Will You Wake Up to the Biological Impacts of Your Wi Fi Router & Your Smart Phone etc . . . (and just so you know your editor isn't a hypocrite: I manage to live without both . . . yeah, WOW, eh?)
by Jordan Kelly 17 July 2025
Taking It to the Powers That Maybe Shouldn't Be?
by Jordan Kelly 16 July 2025
DIFFERENTLY ABLED . . . & Definitely Able and Willing to Expose the Decades-Long Incompetence, Malfeasance & Cronyism of Two Deeply Corrupt Government Agencies and Their Parliamentary Enablers. 
by Jordan Kelly 16 July 2025
PRESS RELEASE JUST IN FROM THE NEW ZEALAND TAXPAYERS' UNION: Oranga Tamariki Dropping $1.97m A Year on 14 Comms Staffers
by Jordan Kelly 15 July 2025
The level of service, the class with which it was offered, and the degree of goodwill was an unprecedented experience by someone (me) who has ridden taxis and limos in multiple countries.
by Jordan Kelly 13 July 2025
Lessons Abound Here . . . If the Broader Retail & Hospitality Sectors Want to Learn Them
by Jordan Kelly 11 July 2025
Editor's Opinion: Stuff Survey Shows Some Interesting (Alarming?) Results
by Jordan Kelly 6 July 2025
The 'Public Service' YOU Pay For . . . the Way It REALLY Works Up the Top of the Tree
by Jordan Kelly 6 July 2025
Upston's Active Greenlighting & Fostering of Her Ministry's 'Soft Kill' Culture Needs URGENT Challenge
by Jordan Kelly 6 July 2025
When the Tail Wags the Dog . . . A Look Inside the Councillor/Management Power Dynamics of Local Government
by Jordan Kelly 6 July 2025
Kiwi Citizen Journo 'Pigeon Post' Publicises Taxpayers' Union Rate-Capping Petition
by Jordan Kelly 3 July 2025
This Citizen Journalist Does A Great Job of Pointing to the Wasteful Spending of Councils & the Number of Ludicrously Over-Paid Council Staffers
by Jordan Kelly 2 July 2025
Have You Noticed the Standard-Wording Template Used by Corporations & Government Agencies in Response to A Complaint (or A PR Disaster)?
by Jordan Kelly 1 July 2025
New Water Entity on the Horizon for the Greater Wellington Region
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Editor & Chief Reviewer

I’m Jordan Kelly – a marketing communications operative, international industry researcher, competitive intelligence analyst, former journalist and ministerial press officer and, in more recent decades, a business development strategist. I'm also a multiple-times published author in the sphere of high-value B2B (Business-to-Business) and B2G (Business to Government) account acquisition.


Most importantly of all, though, I’m a quality-conscious consumer of products and services. And, just like you, I’m also a patron of the many and varied government, or government-funded, services we all find ourselves using either because we want to or because we have to.


The Customer & The Constituent NZ is a platform intended to highlight the enormous scope for New Zealand enterprises of all types (including the various vessels of government) to enjoy the fruits of 'upping their game' in customer service and operating ethics.


Here, I provide regular commentary on my own personal experiences and observations, on those of my readers, and on what’s relevant in today’s news cycle. I also bring you the expertise and insights of my regularly expanding collective of specialist columnists and commentators.

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