If you still need help, use one of the methods listed under general feedback.
Make a complaint
If you want to make a complaint, use one of the methods listed under general feedback.
How will I know my complaint has been received?
We will confirm we have received your complaint, usually within 1 to 2 working days.
How is my complaint assessed?
We prioritise your complaint based on how serious the issue is and how many people it affects.
Complaints about security or your personal information are treated as urgent, and different timeframes may apply. We will tell you what to expect.
Examples of complaints that are not ours to resolve
We have no access to the information in the digital credentials stored in your wallet. If the details on a digital credential are wrong, we will point you to the Issuing Agency that issued it.
We have no record of what digital credential you shared, or who you shared it with. If your complaint is about how an organisation used information from one of your digital credentials, you’ll need to raise it with that organisation directly.
Your complaint is about a government service rather than the app, we will point you to the agency that provides it.
Who looks into it?
We use the internal expertise best placed to help. Depending on your complaint, this may include people working on the app’s engineering, support or security.
If we need to involve a partner organisation that provides part of the app, we share only what they need to investigate your complaint. They are required to protect any personal information shared and use it only for that purpose.
We handle any personal information in your complaint in line with our Privacy policy.
When will I get a response?
We aim to respond within 5 to 10 working days. If we need more time, we will let you know how the work is progressing.
When is my complaint closed?
Your complaint is closed once we have sent you our response. If we identified a fix or an improvement, we record it so it can be picked up in future updates to the app.
How we use the information in your complaint
We handle the personal information you send us in line with our Privacy policy. We use it only to look into your complaint and respond to you, and for any directly related purpose.
We keep it for as long as we need it, and no longer, including to meet our obligations under the Public Records Act .
If a privacy breach affects your personal information, we will act on it and notify you and the Office of the Privacy Commissioner where the Privacy Act requires us to.
What if I am not happy with the outcome?
You can:
ask us to review our decision internally
complain to the Office of the Privacy Commissioner, if your complaint is about your personal information
complain to the Trust Framework Authority, if your complaint is about an accredited Issuing Agency or the digital identity system.
What we do with what you tell us
We review complaints regularly to:
find problems that keep coming up
improve how the app performs and how it is to use
help shape decisions about the app, our support, and our policies.
If your feedback is not about the Govt.nz app
If you have questions about a government service, you’ll need to contact the government organisation that provides the service.
When you send the Govt.nz team questions, we’ll do our best to answer them but please be courteous.
Abusive messages may not get a response and might be blocked. Abuse of any sort is not tolerated — this includes racism, sexism, bad language and threatening behaviour.
