How we handle complaints
Learn how we handle complaints and our goals in resolving complaints for you and for providers.
We make it easy for you to use and access our services no matter your capability or understanding of how 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 handle your information and lessons we learn from our complaint handling.
Fairness and Natural Justice
We work with you without judgment and make decisions independently. Where we make decisions that impact you, we seek feedback from you about that decison.
Principles of our complaint process
- 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 be in the complaints?
- Name and contact details
- Relevant dates, places and times
- A description of the problem, incident or decision at issue
- Details of any phone conversations, meetings or other steps you’ve taken to try and sort out the problem
How do we deal with complaints?
When we receive a complaint, we will try to resolve it quickly but informally - if it’s complex, then an investigation will be launched.
Patterns of complaint can hint towards a broader, systematic issue that we will begin a systematic investigation. This is a way of us handling issues about a system, process or practice that may breach .nz policy and affect a significant number of people.
Communication with the investigated party
The exact time that an investigation will take changes case-by-case. The timeframe provided is an indicative timeframe, a guide but not a commitment.
Domain Name Commission needs to answer the following questions
- Will we try to update the parties regularly with progress updates?
- Who are the parties that we aim to communicate with? And which parties should not communicate with another?
- There is information that cannot be communicated with parties at earlier stages
- Does the Domain Name Commission actively make decisions as well when faced with an obvious case of infringement, or does the Domain Name Commission only facilitate and resolve issues through Dispute Resolution Service?
- The Commerce Commission uses letters seeking to alter conduct to communicate with certain parties. I am not aware of the Domain Name Commission having to do that at all (nor should they until a decision is made by the experts).
- The Domain Name Commission regularly makes public disclosures of decisions arrived at by the experts (but not of those that are resolved in the mediation stage).
- What is the notice filing procedure for Domain Name Commission?
- Non-compliance with a notice?
- Interview process?
- How we deal with information and how the privacy of that information is protected