Tips on making a complaint
Making a complaint may seem difficult. These tips can help you plan and make decisons for a complaint against a provider.
When you encounter an issue, it is important first to determine what kind of a complaint should you be making.
This particular section of our website focuses on making a complaint against a .nz domain name provider, also known as the registrar.
- If you wish to remedy a mistake you have found on the database of the registry, check here.
- If someone currently has the licence to a domain name that you think you have a better claim to, check here.
At the Domain Name Commission, we recommend that you take your issue up with the providers first. You should then reach out to us if the result was not satisfactory.
The main mode of complaints is either through our online portals or through the phone.
Complaining by phone or in person
When approaching us through the phone, it is ideal that you follow these tips:
- Focus on talking about the problem with the service, rather than taking issue with the person on the other end.
- Stay calm and reasonable. Explain the problem in detail and provide any evidence you may have.
- Tell them what outcome you want.
- Expect questions. We may ask you for more details and they will strengthen your complaint.
- Ask to speak with someone else if you do not feel that the conversation is going anywhere.
- Switch your approach. You might find it easier to complain in writing.
- Listen to their response. Ask for time to consider it if you need to.
Please keep your complaints online clear and concise. It should:
- Give a detailed description of the problem and when it occurred and include details such as: who your provider is and have you contacted them already
- Be as factual as possible
- Explain what you want done to fix the problem
- Include when you want a reply by
- Include your contact details
- Include copies of your contract with the provider