Complaints Policy

We welcome feedback and handle concerns through a clear and fair process.

How to submit a complaint

Send your complaint by email or phone with relevant dates, details, and preferred outcome where possible.

Acknowledgement timeframe

We acknowledge complaints within 3 business days and provide an indicative review timeframe.

Investigation process

Complaints are reviewed by a team member not directly involved where feasible. We gather records and clarify facts before responding.

Response timeline

Our target is to issue a substantive response within 15 business days. If more time is needed, we provide a progress update.

Escalation

If you are dissatisfied with the outcome, you may request internal escalation. You may also seek independent advice on your options under New Zealand law.

Contact

Thefrynnhrax, 37 Reece Crescent, Wanaka 9305, New Zealand. Phone: +64 3 443 2111. Email: notifyuse@thefrynnhrax.world.