Published 22 March 2020
At the Domain Name Commission, the safety and well-being of our employees and their families come first, which is why all of our employees will be working remotely from Monday 23 March 2020 for the foreseeable future.
We'll carry on dealing with .nz enquiries and support requests from consumers, small businesses, and Registrars as usual at a continued high standard.
We have ensured that our contact centre is able to remotely receive support requests by email, and we have established their ability to use remote communications tools like live chat and cloud telephony to respond to any domain name enquiries.
DNCL staff will be adjusting to their new ways of working so we ask for your patience as there may be some delays in responding to calls and emails.
We know that remaining online with a .nz at this time is key for individuals and small businesses now more than ever and we are here to help you through these trying times.
As part of DNCL's promise to help and be there for you all, our new chatbot Any will be in overdrive replying to enquiries. Any will be there to support you all 24/7 if no one is available to take your call. Any is still in training but is a quick learner.
The other measures we have taken to help in the current situation are:
- We have directed employees to cancel all non-essential travel.
- All meetings to be virtual via remote scheduling tools.
- We have a COVID19 team and slack channel which is staying apprised of the updates and recommendations from the World Health Organization, Center for Disease Control and New Zealand government agencies.
We know that the disruption we are all facing in our daily routines is challenging but we sincerely believe that our efforts will allow us to do our small part to limit the spread of COVID-19 while still delivering the best customer experience possible.
As a result, we are available to help troubleshoot customer service issues, answer your general queries and assist with other tasks that are critical to the success of running .nz.
We are looking forward to working with you remotely.
Brent and the DNCL Team