Complaints Procedure

Our Approach

Kneesplanet takes all complaints seriously. We are committed to resolving concerns fairly, promptly, and in accordance with the Consumer Guarantees Act 1993, Fair Trading Act 1986, and Privacy Act 2020.

What You Can Complain About

• Quality or delivery of our workplace wellbeing programmes
• Billing, pricing, or refund matters
• Privacy or data handling concerns
• Website accessibility barriers
• Conduct of our facilitators or staff
• Advertising or marketing representations

How to Lodge a Complaint

Please contact us with as much detail as possible, including your name, organisation, dates of service, and the nature of your concern:

Our Process

Step 1 — Acknowledgement

We will acknowledge your complaint within two business days of receipt.

Step 2 — Investigation

A designated team member will review your complaint, gather relevant information, and may contact you for further details. We aim to complete investigations within ten business days.

Step 3 — Resolution

We will provide a written response outlining our findings and any proposed resolution — which may include remedial sessions, fee adjustments, or other remedies as appropriate under New Zealand law.

Step 4 — Escalation

If you are not satisfied with our response, you may request escalation to our Founding Director. We will conduct a further review within five business days.

External Agencies

If your complaint remains unresolved, you may contact:

• Disputes Tribunal of New Zealand — for claims up to $30,000 (disputestribunal.govt.nz)
• Commerce Commission — for matters under the Fair Trading Act (comcom.govt.nz)
• Office of the Privacy Commissioner — for privacy concerns (privacy.org.nz)

Consumer Guarantees

Under the Consumer Guarantees Act 1993, services must be carried out with reasonable care and skill, be fit for purpose, and be completed within a reasonable time. Nothing in this procedure limits your statutory rights as a New Zealand consumer.