How a domain complaint works
We try to make our domain complaint process simple. Learn how our complaint process works and what you can expect.
How a complaint works
First, contact your provider directly - they should work with you on your problem
At the Domain Name Commission, it is our job to ensure that the market for .nz domain names is fair and functional. That means:
- consumers have a choice of providers
- those providers meet basic standards.
Basic standards include how well and how often providers handle consumer complaints and problems. Your provider should work with you if you have a problem.
If you have a problem, and you have not tried to resolve this with your provider, contact them first, before submitting a complaint to us.
To find out how to contact your provider go here.
You can find your provider's contact information in our list. Then, contact them to let them know what the problem is and what you want them to do for you. Call, email, fill in their online complaint form, or contact them through social media or live chat. Let them know what the problem is and what you want them to do for you.
You can complain to us if your provider does not help you
If you've already contact your provider without success, you can submit a complaint if you have complained to your provider and the provider:
- Hasn’t responded
- Is taking too long
- Didn’t resolve your issue
- Has made you unhappy with what they said or did
What we do and do not do around complaints
The Commission handles complaints from the public as part of our efforts to ensure a safe and fair market for .nz. For example, a refusal to provider authentication codes or mistakes made when changing registration details.
We will escalate your complaint and follow up for you where there is any wrongdoing.
The Commission does not impose fines or award costs or damages. If the outcome you want is not available you may wish to make a complaint elsewhere.