Complaints Procedure
Last updated: 24 March 2026 · Version: 1.0
Operator:Kapsule Group Limited (“Kapsule”, “we”, “us”, “our”)
Kapsule is committed to providing a fair, transparent, and accessible complaints process. If something has not gone as expected, we want to hear from you and make it right.
This procedure applies to formal complaints from Buyers, Sellers, and any other user of the Kapsule platform. It operates alongside our Buyer Guarantee and other dispute resolution processes.
1. What Is a Formal Complaint?
1.1A formal complaint is an expression of dissatisfaction with Kapsule’s services, decisions, policies, or conduct that you want us to formally investigate and respond to in writing.
1.2 A formal complaint differs from:
- A general customer service enquiry (handled through normal support channels)
- A Buyer Guarantee claim for a specific order (use the Buyer Guarantee process)
- A return or refund request (use the Returns & Refunds process)
1.3 Examples of matters suitable for the formal complaints process include: dissatisfaction with how a dispute was handled, concerns about our policies or their application, concerns about the conduct of Kapsule staff or our AI assistant (Aro), complaints about data handling or privacy, and concerns about systemic or repeated issues. If your complaint relates specifically to an AI-assisted or automated decision (such as a dispute outcome influenced by Aro), you may also request human review directly under Privacy Policy section 6A.3 before or instead of lodging a formal complaint.
2. How to Lodge a Formal Complaint
Step 1: Contact Kapsule Directly
2.1 To lodge a formal complaint, email us at:
Email: [email protected]
Subject line:“Formal Complaint – [brief description]”
2.2 Your complaint should include:
- Your full name and account email address
- A clear description of the issue, including relevant dates and order numbers
- What outcome you are seeking
- Any supporting evidence (screenshots, correspondence, etc.)
2.3 You may also submit a formal complaint in writing by post to:
Complaints Officer
Kapsule Group Limited (Kapsule)
Suite 13063, Level 1
6 Johnsonville Road
Johnsonville, Wellington, 6037
New Zealand
3. Acknowledgement
3.1 We will acknowledge receipt of your formal complaint within 2 business days of receiving it.
3.2 The acknowledgement will:
- Confirm we have received your complaint
- Provide a reference number for your complaint
- Name the team member or team responsible for handling your complaint
- Set out the expected timeline for resolution
4. Investigation and Resolution
4.1 We aim to resolve formal complaints within 10 business days of acknowledging receipt.
4.2 Our investigation will typically include:
- Reviewing all relevant records, communications, and evidence
- Consulting with the relevant team members or departments
- Seeking additional information from you if necessary (with your cooperation)
- Applying our policies and relevant legal obligations to the facts
4.3 If a complaint is complex and requires more than 10 business days to resolve, we will notify you of the reason for the delay and provide a revised estimated completion date.
4.4 Our written response will explain our findings, the outcome, and any remedial action we are taking or have taken.
5. Escalation Within Kapsule
5.1 If you are not satisfied with the initial response to your formal complaint, you may escalate it to senior management by replying to our response and stating you wish to escalate.
5.2 Senior management review will be completed within 10 business days of your escalation request. Your complaint will be reviewed by a different person to the one who handled the original response.
5.3 If escalation to senior management does not resolve the matter to your satisfaction, we will refer you to an external mediator (see section 6).
6. External Mediation
6.1 If your complaint cannot be resolved through our internal process, both parties may agree to refer the matter to an independent mediator. Our recommended mediator is:
Arbitrators’ and Mediators’ Institute of New Zealand (AMINZ)
Website: aminz.org.nz
Phone: +64 9 303 2820
6.2 Mediation is a voluntary, confidential process governed by the Dispute Resolution Act 1988. The costs of mediation are shared equally between the parties unless otherwise agreed.
6.3 Nothing in this procedure prevents either party from seeking urgent legal relief from a court at any time.
7. External Bodies and Resources
7.1 If you remain dissatisfied after exhausting our internal complaints process, you may contact the following external bodies:
Consumer Protection (MBIE)
Provides free advice on consumer rights and can investigate complaints about unfair trading practices.
Website: consumer.govt.nz
Phone: 0508 CONSUMER (0508 266 786)
Commerce Commission
Can investigate breaches of the Fair Trading Act 1986 and the Consumer Guarantees Act 1993.
Website: comcom.govt.nz
Phone: 0800 943 600
Disputes Tribunal
For civil claims up to NZD $30,000. A low-cost, informal alternative to court proceedings.
Website: disputestribunal.govt.nz
Phone: 0800 268 787
Office of the Privacy Commissioner
For complaints about how your personal information has been handled.
Website: privacy.org.nz
Phone: 0800 803 909
Email: [email protected]
Address:Level 8, 109–111 Featherston Street, Wellington 6011
8. Record Keeping
8.1 Kapsule keeps records of all formal complaints, including the nature of the complaint, the investigation process, outcomes, and any remedial actions taken.
8.2 Complaint records are retained for 7 years and are used to identify patterns, improve our services, and demonstrate compliance with our obligations.
8.3 Complaint records are handled in accordance with our Privacy Policy and the Privacy Act 2020.
Contact
To lodge a formal complaint or for questions about this procedure:
Email: [email protected]
Subject:“Formal Complaint”
Postal Address:
Complaints Officer
Kapsule Group Limited (Kapsule)
Suite 13063, Level 1
6 Johnsonville Road
Johnsonville, Wellington, 6037
New Zealand