Get a complaints handling policy that matches how complaints are actually managed

A separate policy is often worthwhile when customer issues are handled by more than one person, complaints come in through different channels, or your current website wording is too brief to guide staff properly. A short statement in your terms may not explain who logs a complaint, how it is escalated or what response steps apply. A dedicated policy can be especially useful for online sellers, service businesses and brands that handle refunds, quality concerns, pricing complaints or promotional issues on a recurring basis.

It will usually cover how customers can make a complaint, what information they should provide, who in the business receives it, how the complaint is assessed, when it is escalated and how outcomes are communicated. Many businesses also include expected response stages, recordkeeping practices and links to related policies such as refunds or customer support terms. The wording should match the actual process your team follows, because a policy that says one thing while staff do another can create unnecessary customer and compliance risk.

The drafting depends on how complaints arise in your business and how they are handled in practice. We look at factors such as whether you sell goods, services or both, whether complaints come in by email, website form, phone or in person, and whether issues are handled by frontline staff or escalated to management. If your business runs promotions or special offers, the terms need to reflect the actual promotion mechanics and prize structure where those issues affect complaint pathways. That helps keep the policy aligned with real operations.

No. This service is about the complaints handling policy document and the legal wording that supports it. It does not include permit applications, marketing review, or representing your business in a dispute or regulator investigation. Requirements can vary depending on the context and the way a promotion or campaign runs, and separate advice may be needed if a complaint relates to advertising mechanics or external approvals. If that broader support is needed, we can scope it as additional work rather than folding it into the policy drafting.

Once the policy wording is settled, the next step is usually implementation. That may involve publishing the policy in the right place, aligning customer support scripts, and checking that related documents such as refund terms or promotional terms do not contradict it. If your team handles complaints across multiple channels, it is worth making sure the same escalation path is used in practice. Ongoing monitoring, staff training and future updates are not automatically included, but we can assist with further legal documents if your complaint process changes.

Submit an enquiry on this page or click 'Get started'. One of our legal consultants will review it within 1 business day and get in touch to understand what you need.

Your consultant will then email you a fixed-fee quote setting out the cost, scope and timing. If you're happy with it, you can accept the quote and sign our engagement letter online.

Once you've accepted, one of our Australian-qualified lawyers will work with you to complete your project. They'll contact you by email or phone if they need anything.

Sprintlaw works on fixed-fee pricing wherever possible, so you can review the scope and cost before you decide whether to proceed. For the Complaints Handling Policy service, pricing starts from $900.00.

After you enquire, a legal consultant will confirm what is included, the expected timing and whether any extra work is needed before you engage us.

We work online, so we can help wherever you are in New Zealand. Our team works remotely, mainly from Australia.

Your work is done by our Australian-qualified lawyers, who hold Australian practising certificates and specialise in business law. None of them are New Zealand lawyers or hold a New Zealand practising certificate.

Sprintlaw NZ Limited is a legal consultancy, not a law firm, and is not regulated by the New Zealand Law Society. We don't act in court or tribunal matters, conveyancing (including leases and business sales) or other reserved areas of work. Communications with Sprintlaw are unlikely to be protected by legal professional privilege. We still keep everything confidential under our engagement letter.