Learn how we handle complaints and about our goals when we resolve complaints for you and for providers. Here are the broad principles we keep in mind when we handle complaints.
We make it easy for you to use and access our services. Tell us any support needs you have. Our goal is to resolve your problem with your .nz domain name.
Communication and transparency
We keep you informed about our complaint process and progress with your complaint. We are open about how we manage your information and the lessons we learn from handling complaints.
Fairness and natural justice
We work with you without judgment and make decisions independently. When we make decisions that affect you, we ask for feedback from you about that decision.
The principles of our complaint process
Our complaint process is based on the principles above. Here are more details of each principle: accessibility, communication, transparency, fairness, and natural justice.
- Accessibility - it's free to make an enquiry or complaint. Users of our complaint determination process pay a reasonable fee for a binding decision.
- Communication - we will keep you informed of the progression of your complaint and how long things are likely to take.
- Transparency - no matter what happens with the process, we inform and keep you in the loop. We try to publish the lessons learned from complaints to improve standards across the .nz domain name industry
- Natural justice - in making any decision, including whether to consider, or continue considering a complaint, we give both sides notice of important steps and the opportunity to comment before decisions are made.
- Fairness - we work with you and providers without bias nor from assumptions. We reach decisions based on an independent and impartial look at the information contained in the complaint. Reasons for decisions are recorded and explained to you.
What should complaints include?
Complaints need to include information that helps us analyse and respond to them. This includes:
- your full name and contact details
- relevant dates, places, and times that are relevant to the complaint
- a description of the problem, incident, or decision at issue
- details of any emails, chat transcripts, phone conversations, or meetings about the problem
- details of any other steps taken to try and solve the problem.
How do we deal with complaints?
When we receive a complaint, we try to resolve it quickly but informally. If the complaint is complex, then we will launch an investigation.
Patterns of complaint can show a broader problem and may lead us to launch an investigation. We watch for patterns of complaint about systems, processes, or practices that may breach .nz policy and affect many people.