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Complaints and disputes

How we handle your concerns

We take all feedback seriously and are committed to resolving any concerns fairly, promptly, and transparently. If something is not right, we want to know about it.

How to raise a concern

If you have a complaint or concern about our service, please contact us directly:

Please include as much detail as possible so we can understand and address your concern quickly.

What happens next

  1. Acknowledgement - We will acknowledge your complaint within 2 business days and let you know who is handling it.
  2. Investigation - We will look into the matter and may ask you for additional information. We aim to provide a written response within 10 business days.
  3. Resolution - We will work with you to find a fair outcome. If the matter is complex, we will keep you updated on progress.

If you are not satisfied

Please raise your concern with us first. If we cannot resolve it, or you are not satisfied with our response, you can escalate it. The right body depends on the nature of your concern:

  • Bank data (Consumer Data Right) - the Consumer Data Right regulator at the Ministry of Business, Innovation and Employment. MBIE engages with the parties, validates the facts, and assesses the matter against CDR obligations. It does not handle matters outside the CDR, such as product preferences, commercial issues, or general service complaints.
    consumerdataright@mbie.govt.nz | Who to contact about CDR
  • Privacy concerns - Office of the Privacy Commissioner
    www.privacy.org.nz | 0800 803 909

Our principles

  • Fairness - We consider all complaints objectively
  • Timeliness - We respond promptly and keep you informed
  • Accessibility - Anyone can raise a concern at no cost
  • Confidentiality - Your complaint is handled privately
  • Transparency - We explain our decisions clearly
  • Usefulness - If your concern relates to another party, we will help you reach the right contact

About us

RentManager NZ is operated by RentManager NZ Limited (NZBN 9429053511362), a New Zealand registered company. All data is hosted in New Zealand (AWS Auckland, ap-southeast-6).