Complaints procedure

Last updated: 28 May 2026

We take complaints seriously and handle them fairly, promptly, and confidentially where appropriate.

Step 1 — Contact us

Email help@authenticartsver.world with the subject “Complaint”, or write to Authenticartsver, 112 Creyke Road, Ilam, Christchurch 8041, New Zealand. Include your name, contact details, booking reference (if any), and what occurred.

Step 2 — Acknowledgement

We aim to acknowledge complaints within three business days (NZST).

Step 3 — Investigation

A senior team member not directly involved will review the matter. We may request further information. We aim to provide a written outcome within 15 business days. Complex matters may take longer—we will keep you informed.

Step 4 — Resolution

Outcomes may include an apology, clarification, rescheduled sessions, or a refund in line with our Returns Policy and the Consumer Guarantees Act 1993.

External options

• Consumer NZ — general consumer guidance: consumer.org.nz
• Disputes Tribunal — for eligible claims up to statutory limits: disputestribunal.govt.nz
• Commerce Commission — Fair Trading Act concerns: comcom.govt.nz
• Office of the Privacy Commissioner — privacy complaints: privacy.org.nz

Health-related concerns

Our service is coaching, not regulated health treatment. For clinical concerns, contact your GP or Health NZ. For advertising of health services, the Advertising Standards Authority may be relevant: asa.co.nz.