ALLWISE
Get Started

Complaints Procedure

Last updated: 23 May 2026

1. Our Commitment

Allwise Solutions Limited ("we", "us", "the Company") is committed to providing high-quality Healthy Homes assessment services. We take complaints seriously and aim to resolve them fairly, promptly, and in accordance with New Zealand consumer law.

This procedure meets the requirements of the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this procedure limits your rights to pursue remedies directly through the Tenancy Tribunal, Disputes Tribunal, or New Zealand courts.

2. Our Service Level Commitment

We commit to the following response times for complaints:

  • Acknowledgement: Within 2 working days of receiving your complaint, we will confirm receipt and assign a case reference number.
  • Investigation: We will investigate the substance of your complaint, which may include contacting you for additional information or scheduling a call.
  • Resolution response: Within 20 working days of receiving your complaint, we will provide a written response that includes our findings, the action we will take (if any), and your right to escalate the matter.
  • Escalation: If you are not satisfied with our response, you may ask for the complaint to be escalated to senior management. We will respond to escalations within 10 working days.

3. What You Can Complain About

You may raise a complaint about:

  • Quality or accuracy of an assessment report.
  • Conduct or professionalism of an inspector.
  • Delays in report delivery beyond agreed timeframes.
  • Billing disputes or fee disagreements.
  • Breach of privacy or data handling concerns.
  • Platform functionality issues affecting your service.
  • Any other aspect of our service you are dissatisfied with.

4. How to Make a Complaint

Submit your complaint in writing to:

Complaints Officer
Allwise Solutions Limited
17 East Street, Petone, Lower Hutt, Wellington, 5012
Email: legal@allwise.co.nz
Phone: +64 21 024 16717

Please include:

  • Your full name and contact details.
  • The assessment booking reference or property address.
  • A clear description of the complaint — what happened, when, and who was involved.
  • What outcome you are seeking.
  • Any supporting documents, photos, or correspondence.

5. Our Process

Step 1 — Acknowledgement (within 2 business days)

We will acknowledge receipt of your complaint by email and confirm we are reviewing it.

Step 2 — Investigation (within 10 business days)

Our Complaints Officer will investigate, which may include: reviewing the assessment report and data, speaking with the inspector, examining photographic evidence, and consulting technical standards. We may contact you for additional information.

Step 3 — Response (within 15 business days)

We will provide a written response including: our findings, any corrective action proposed, and your options if you disagree with the outcome. Complex complaints may require additional time — we will keep you updated.

Step 4 — Resolution

Where a complaint is upheld, we will offer an appropriate remedy. This may include: a re-inspection, report correction, partial or full refund, or other remedy proportionate to the issue.

Timeframes may be extended for complex matters. We will notify you if more time is needed.

6. Escalation

If you are not satisfied with our response, you may escalate your complaint:

  • Internal review: Request that the matter be reviewed by a Director. Email legal@allwise.co.nz with "ESCALATION" in the subject line.
  • Disputes Tribunal: For claims up to $30,000, you may file a claim with the New Zealand Disputes Tribunal. No lawyers are required and the process is low-cost. Visit disputes-tribunal.govt.nz.
  • Tenancy Tribunal: For tenancy-related disputes, you may apply to the Tenancy Tribunal under the Residential Tenancies Act 1986.
  • Privacy Commissioner: If your complaint concerns privacy, you may complain to the Office of the Privacy Commissioner at privacy.org.nz.
  • Commerce Commission: For concerns about misleading conduct under the Fair Trading Act 1986, contact comcom.govt.nz.

7. Records & Confidentiality

  • All complaints are recorded and tracked in our complaints register.
  • Complaint details are treated confidentially and only shared with those involved in the investigation.
  • Records are retained for a minimum of 7 years in accordance with NZ recordkeeping requirements.
  • Anonymised complaint data is used to improve our services and prevent recurrence.

8. Contact

Allwise Solutions Limited
NZBN: [NZBN: TO UPDATE]
17 East Street, Petone, Lower Hutt, Wellington, 5012
Email: legal@allwise.co.nz
Phone: +64 21 024 16717