External Complaints Procedure

SignDNA aim to maintain high standards but we recognise that we can get things wrong, despite our best intentions. If you have questions or a complaint about the service, you can contact us. The SignDNA team will look into your concerns and get back to you as soon as we can.

What should I do first?

As a first step, if you have a complaint about any content posted on this Website you should notify us either through SignDNA’s contact page or our Facebook pageYour message should include your name, the website address of the item, and your relationship to the material in question. We will assess your request and respond to your message within three (3) working days.

Next steps

If you have sent us a complaint and given us an email address, we will send you an email confirming we have received your complaint. We will look into your complaint and contact you to work through the issue. You should expect a response from us within the week. If we need to take longer because, for example, we need to get additional information, or it is a detailed matter, we will get in touch with you.

What should I do if I am not satisfied with the outcome of the complaint?

You have the right to raise your concerns with the Office of the Privacy Commissioner at:

Office of the Privacy Commissioner
PO Box 10094
Wellington 6143

The Office of the Privacy Commissioner will ask you if you have first tried to resolve the matter with SignDNA directly and will also consider whether you have any other remedies available. The Office of the Privacy Commissioner may look into your complaint and make a recommendation to SignDNA regarding the concern you have raised.

Last updated: 29 January 2019