Skip to main content

Feedback

If you would like to give us any feedback about our services, we want to hear from you so we can always continue to improve.

Share this

Last Updated30/07/2024

Give us feedback

We welcome your feedback because it helps us with our services, our staff training and processes and gives us the opportunity to address matters that may have been misunderstood or in need of making better.


Provide positive feedback

It’s great to hear when we’ve done a good job, or you appreciate a piece of work we’ve done. If you would like to provide positive feedback about Netsafe as an organisation or thank someone who works at Netsafe, let us know by email to [email protected] and we can share it.

Raising concerns with our service

We value your feedback and are committed to providing excellent service. If you have experienced any issues with our service, we want to hear from you so we can address and resolve your concerns. 

You can share your concerns with us in several ways:

  1. Email:

Please include the following:

  • Your full name
  • Contact number
  • Your Netsafe incident number
  • Details about what happened, including the date and time.
  • Any special instructions we need to know about contacting you
  1. Phone:
  • Call our customer service team on 0508 NETSAFE (638 723). Our lines are open from Monday to Friday, 8 AM to 8 PM and on weekends 9 AM – 5PM
  • Please have your details and information about your complaint ready to provide us.

Assistance and Special Requirements

We understand that some individuals may need assistance or have special requirements for communication. If you require help to make a complaint or need to communicate in an alternative format, please let us know when you make contact. We are committed to ensuring that everyone can make a complaint easily, regardless of their circumstances.

What to Expect

We aim to resolve complaints as quickly as possible. Once we receive your complaint we will investigate your concerns thoroughly. If your complaint cannot be resolved within 10 business days, we will keep you informed about the progress and provide an estimated resolution time.

What if I am not satisfied with the outcome?

If you are not satisfied with the outcome of your complaint, you have the right to raise your concerns with the Ombudsman. The Ombudsman considers complaints about the administrative acts and decisions of state sector agencies. They will ask if you have tried to resolve the matter with us directly and consider whether you have any other available remedies. The Ombudsman may investigate your complaint and make recommendations to us regarding your concerns.

Contact details for the Ombudsman:

Thank you for bringing your concerns to our attention. Your feedback helps us improve our service.