HDCA helpline

How Netsafe can help

We seek to resolve HDCA complaints by advice, negotiation, mediation, and persuasion. We are not an enforcement agency, but we do have a high success rate. If you have been harmed by something online, you can contact Netsafe to try to get the issue resolved.

Netsafe can provide advice on:

• How you might be able to get the harmful content removed.
• How to protect yourself from further harm.
• Other support services that may be able to assist.
• Alternative remedies through the District Court.

If we consider it appropriate, we may be able to report content that breaches a social media platform’s terms and conditions directly to the platform. Our Trusted Flagger status with certain platforms means we can sometimes get content removed more quickly.

If we consider it appropriate, and with your consent, we may contact the person(s) posting or sharing the harmful content to ask them to stop or remove content.

What Netsafe can't do

People sometimes assume Netsafe can force a platform or the producer of the harmful content to remove it. We can’t.

The Harmful Digital Communications Act(/our-work/helpline-services/the-harmful-digital-communications-act) does not give Netsafe any authority to compel another person or organisation to act in a certain way. Only the District Court is able to make enforceable orders.

In particular, Netsafe cannot:

• Compel someone to provide information unless it is publicly available or provided voluntarily.
• Access private messages or encrypted data.
• Unmask someone who is posting harmful content anonymously or under a pseudonym.
• Compel someone to remove or stop posting harmful content.

In addition, Netsafe does not provide legal advice. Please consult a lawyer or contact your local community legal centre if you require independent legal advice.

How do I report to Netsafe?

You can contact Netsafe seven days a week for free, confidential and non-judgmental advice about an online issue impacting you or someone you know.

Report online (https://report.netsafe.org.nz/hc/en-au/requests/new)Email [email protected] (mailto:[email protected])Text 'Netsafe' to 4282 (sms:4282?body=Netsafe)Live chat support Call 0508 638 723 8am-8pm weekdays, 9am-5pm weekends (tel:0508638723)New Zealanders overseas can call +64 9 666 0840 (tel:+6496660840)

What happens when I report to Netsafe?

Once you’ve made a report to Netsafe, we’ll assess the information you’ve provided. We may need to contact you to gather more information or evidence about your report before providing advice. If we believe your report may fall within the HDCA, we’ll let you know what options are available. We’ll do our best to help you to resolve the issue, irrespective of whether it falls within the HDCA.

Netsafe will not take any action – other than provide advice – without your consent; unless we have concerns for your immediate safety or the safety of others.

Will the information I provide to Netsafe stay confidential?

At Netsafe we understand and appreciate that many people who report to our service may feel vulnerable when they approach us for help. We endeavour to ensure that we handle your personal information in accordance with the Privacy Act 2020. Therefore, we will only share information you provide to us for the purpose of meeting our legal obligations, to effectively fulfil our functions under the HDCA, to keep you or others safe, or to continuously improve our service.

You can read our full privacy statement(/privacy-policy) here.

Evidence

If you have any evidence such as: screenshots, images, videos, recorded messages or URLs (website addresses); and you’re happy to provide them to Netsafe, it really helps us to understand what’s going on and ensure we give you the best advice.

Please don’t share content with Netsafe that contains:

• Nudes, partial nudes or people engaged in sexual activity.
• Acts of torture, extreme violence or cruelty.
• Sexual violence or sexual coercion.
• Dehumanising sexual or physical conduct.
• Sexual exploitation of young people.

If there is no separate evidence of the online harm, for example, because the content is encrypted, or contained in private messages; we’ll do our best to help you regardless.

You can access advice about how to collect digital evidence(/our-work/helpline-services/the-harmful-digital-communications-act) here.

FAQs