Tips on making a complaint
Making a complaint may seem like a difficult task. These tips can help you plan and make decisions for a complaint against a provider.
This section of our website focuses on making a complaint against a .nz domain name provider, also known as the registrar.
Plan your complaint and what you want to resolve it
At the Domain Name Commission, we recommend that you discuss your problem with the provider first. If the result is not satisfactory, or if your complaint is not handled promptly, you can contact us.
Think about your problem and decide:
- what kind of complaint you should make
- what you want to happen as a result of the complaint – what is a good resolution for you.
To fix a mistake you have found on the registry database, contact us about the mistake.
If someone currently has the licence to a domain name that you think you have a better claim to, you may have a dispute against a domain name holder.
You can make a complaint online, by phone, or in person.
Complaining by phone or in person – be direct and calm
You can call us at the Domain Name Commission, or schedule an appointment, to make a complaint. For a call or meeting, please plan your complaint and tell us about it clearly.
- Explain the problem in detail and provide any evidence you have.
- Tell us what outcome you want.
- Expect questions. We may ask you for more details. Your answers will strengthen your complaint.
- Focus on talking about your problem with the provider, rather than taking issue with the person on the other end.
- Listen to our response. Ask for time to consider it if you need to.
- Stay calm and reasonable. You can ask to speak with someone else if you do not feel understood.
If your complaint is very detailed, and has supporting documents, you might find it easier to complain in writing.
Writing a complaint – be clear and factual
You can submit your complaint to the Domain Name Commission online. Keep your written complaint clear and concise. Your written complaint should:
- give a detailed description of the problem and when it occurred
- provide details and documents, including who your provider is, whether you have contacted them already, any emails or transcripts of contacts, and a copy of your contract with the provider
- be as factual as possible
- tell us what outcome you want
- include your contact details and when you want a reply.
Submit a complaint or enquiry here. It takes ten to fifteen minutes to complete this online.