If something goes wrong
For owners, tenants and anyone else we deal with. Last updated 27 September 2026.
Tell us
Email [email protected] with what happened and what you would like us to do. If writing is hard for you, tell us and we will take the complaint another way.
You will never be treated worse for complaining. For tenants, the law also protects you: the Tenancy Tribunal can cancel a notice to end a tenancy that was given because you used your rights. The law calls this a retaliatory notice.
What we do
We acknowledge your complaint within one working day and tell you who is dealing with it.
We look at the facts: emails, reports, photos and records, and we talk to the people involved.
We reply in writing within 10 working days with what happened, what we will do, and by when. If it will take longer, we tell you why and give you a new date.
Where we got it wrong, we put it right, apologise, and change how we work so it does not happen again.
If you are still unhappy
About a tenancy: Tenancy Services gives free information to landlords and tenants, and offers mediation. You apply for mediation the same way as for the Tenancy Tribunal, and the Tribunal can decide the matter if mediation does not settle it.
About our service to you as an owner: the Disputes Tribunal deals with claims up to $60,000, without lawyers.
About your personal information: the Privacy Commissioner, after you have raised it with us.
About discrimination: the Human Rights Commission.