Step 1: Talk to us
Raise it with staff on the day. Many issues (a booking mix-up, a court problem) can be fixed on the spot.
Step 2: Put it in writing
If that doesn’t sort it, email campbell@padelpark.nz with:
- your name and contact details
- what happened, when and who was involved
- what you’d like us to do
Step 3: What we’ll do
- Acknowledge your complaint within 3 working days.
- Look into it: we may talk to staff, check booking records or CCTV, and ask you for more detail.
- Respond in writing within 15 working days, with what we found and what we’ll do. If it needs longer, we’ll tell you why and when to expect an answer.
Step 4: Review
If you’re not happy with the outcome, ask for a review. It will be done by Campbell Dawson, Director, if he wasn’t involved in the first response; otherwise by Nic Woods.
Safeguarding and privacy
Concerns about a child’s safety follow our Safeguarding Policy, and urgent ones go straight to 111. Privacy complaints follow this procedure first, and you can also go to the Privacy Commissioner.
Outside help
- Disputes Tribunal: claims up to $30,000. disputestribunal.govt.nz
- Consumer Protection (MBIE): consumer.govt.nz
- Office of the Privacy Commissioner: privacy.org.nz, 0800 803 909
Our promise
Raising a complaint will never affect your bookings, membership or how you’re treated at the Park. We keep complaint records confidential and use them to improve.
