Complaints Procedure

Last updated: 11 June 2026

1. Purpose

We take complaints seriously. This procedure explains how to raise a concern about our outdoor lifestyle planning services and how we work toward a fair resolution under New Zealand law.

2. Who can complain

Any person who has used or attempted to use our services, or who believes our advertising or conduct was misleading under the Fair Trading Act 1986, may lodge a complaint.

3. How to lodge a complaint

Email: business@earthhipsfilter.world
Post: Earthhipsfilter, Corner Glenfield Road & Downing Street, Glenfield, Auckland 0629, New Zealand
Phone: +64 9 978 9700 (Mon–Fri, 9:00–17:00 NZST)

Include your name, contact details, booking or invoice reference if applicable, and a description of the issue.

4. Our process

Acknowledgement: Within two working days of receiving your complaint
Assessment: We review records, correspondence, and deliverables within ten working days
Response: We provide a written outcome with proposed remedy where appropriate
Escalation: If unresolved, you may request a senior review within five working days of our response

5. Possible remedies

Depending on the nature of the complaint and your rights under the Consumer Guarantees Act 1993, remedies may include:

Additional revision of planning documents at no charge
Partial or full refund where services were not delivered with reasonable care and skill
Written clarification of scope or deliverables

6. External agencies

If you are not satisfied with our final response, you may contact:

Disputes Tribunal of New Zealand — for claims up to $30,000 (or higher by agreement)
Commerce Commission — for matters relating to the Fair Trading Act 1986
Office of the Privacy Commissioner — for privacy-related concerns under the Privacy Act 2020

7. Record keeping

We retain complaint records for at least two years to identify patterns and improve our services.