Purpose
We resolve concerns quickly, fairly, and confidentially.
This policy covers complaints about our services, facilities, staff/contractors, bookings, charges, conduct on site, and our app. It follows NZ good practice for complaint handling.
Definition
A complaint is any expression of dissatisfaction where a response or resolution is explicitly or implicitly expected.
Who can complain
Players, visitors, parents/guardians, coaches, suppliers, and volunteers. Anonymous complaints are accepted (though anonymity may limit what we can investigate).
How to file a complaint
Email: comments@padelpark.nz — please complete our Complaint Form and attach it
In person: speak to any staff member or the Duty Manager (we can help write it down).
If accessibility support is needed, we’ll assist via staff on site.
We’ll still assess risk and action on anonymous reports where possible.
What happens next (timeframes & fairness)
Acknowledge: within 2 working days — we’ll name your handler and give your next-update date.
Frontline resolution (simple issues): aim within 5 working days.
Formal investigation (if needed): updates at least every 10 working days.
Outcome: written reasons/remedy within 15 working days (or we’ll tell you a new timeframe and why)
Impartiality/recusal: if a complaint involves a staff member, they won’t handle it; a Complaints Lead/Director will.
We treat these as maximum targets and aim to be faster where we can.
Triage (how we prioritise): urgent safety → billing/booking → service quality → conduct.
This helps us address the most time-sensitive issues first.
Information we may use to resolve your complaint
With your complaint, please include what happened, when/where, who was involved, what you’d like to happen, and any evidence (photos, booking refs).
We may check booking logs, CCTV time-stamps, and speak with staff/witnesses to understand what occurred. Privacy is handled under our Privacy Policy.
Possible outcomes
Apology/explanation, fix or re-performance, credit/refund, staff coaching, or facility/process changes (we aim to fix the root cause where possible).
Refund rules (bookings):
Members: cancel ≥ 6 hours before start → refund/credit
Non-members: cancel ≥ 12 hours before start → refund/credit
(Usual access/booking rules apply.)
If you’re not satisfied (review & external options)
Internal review: you may request an internal review of process or facts within 10 working days of our decision.
External options:
Disputes Tribunal — small claims up to $30,000.
Consumer Protection (MBIE) — guidance on your rights and how to complain.
Privacy complaints:
Office of the Privacy Commissioner 0800 803 909.
Sport Integrity NZ: serious sport-related misconduct/harassment, 0800 378 437.
Privacy & recordsWe keep complaint files confidential, store them securely, and retain them for 2 years, then securely delete/destroy them. You can request access/correction to your information (see our Privacy Policy).
Fair use
We’ll treat everyone with respect and expect the same in return.
If behaviour is unreasonable or abusive, we may set contact boundaries while still considering the substance of the complaint.
Continuous improvement
We review complaint trends quarterly to improve services, facilities, and training, and we report themes to our Directors.
Contact: comments@padelpark.nz
Complaint Form is Here