Customer care

Complaints Policy

Last updated 19 August 2026

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Most jobs go well. When one does not, we would much rather hear about it directly and put it right than have you left dissatisfied. This policy explains how to raise a concern and exactly what we will do.

How to raise a complaint

Contact us by whichever suits you:

• Phone: 09 111 0000 — Mon–Fri 7am–6pm · Sat 8am–4pm
• Email: contact@pestcontrolauckland.nz
• Online: through our contact page

To help us deal with it quickly, please include:

• Your name and the best contact number
• The property address and the date of service
• What happened and what outcome you are looking for
• Photographs, if the complaint relates to workmanship or property damage

What we will do

1. Acknowledge — within 2 working days

   We confirm we have received your complaint, tell you who is handling it, and give you a reference.

2. Investigate

   We review the job record, the products applied and the technician's notes, and speak to the technician who attended. We may ask to re-inspect the property — at no charge to you.

3. Respond — 5 to 20 working days

   We tell you what we found, whether we accept the complaint, and what we propose to do. Straightforward matters are usually resolved within 5 working days; complex ones take longer and we will keep you updated.

4. Put it right

   Where we are at fault this may mean re-treating at no charge, refunding or crediting all or part of the fee, arranging and paying for repair of damage we caused, or a combination. We will agree the remedy with you rather than impose one.

5. Escalate if needed

   If you are not satisfied, ask for a review. It will be reconsidered by someone who was not involved in the original job, and we will respond within a further 10 working days.

Where a treatment hasn't worked

This is the most common complaint we receive, and it is worth being clear about how we handle it. We will re-inspect at no charge. If the treatment failed because of something we did — wrong species identification, incorrect product or placement, a missed follow-up — we re-treat at our cost.

Where the re-inspection shows a different cause, we will explain it plainly and show you the evidence. Common genuine causes include preparation that was not completed, essential proofing work we identified in writing that has not been done, or continuous re-invasion from an adjacent property, bush edge or tidal margin. In those situations we will tell you what would actually resolve it, even where that is work we do not carry out ourselves.

Complaints about a technician's conduct

We take these seriously and handle them confidentially. Please raise them directly with us by phone or email rather than with the technician concerned. Any complaint involving safety, discrimination or harassment is escalated immediately and investigated as a priority.

If we can't resolve it between us

You have options that are independent of us, and using our process does not affect any of them:

• Disputes Tribunal — a low-cost forum for consumer claims, with no lawyers involved.
• Commerce Commission — for concerns about misleading conduct under the Fair Trading Act 1986.
• Citizens Advice Bureau — free, independent advice on your rights.
• Tenancy Services — where the dispute concerns a rental property and responsibility between landlord and tenant.
• Office of the Privacy Commissioner — for complaints about how we handled personal information.

How we use complaints

We record every complaint and its outcome, and review them periodically to identify patterns worth fixing — a recurring issue with a treatment approach, a gap in how we explain preparation, or a communication problem. Complaints are one of the more useful things that happen to a service business, even though nobody enjoys them.