COMPLAINTS PROCEDURE
Effective date: 1 September 2026
DD Luxe Ltd trading as DD Luxe (“DD Luxe”, “we”, “us” or “our”) is committed to handling concerns and complaints about our services fairly, respectfully and in a timely manner.
This procedure applies to complaints concerning services provided by DD Luxe.
1. How to Make a Complaint
If you have a concern or complaint regarding DD Luxe, please contact us in writing at:
Email: ddluxetours@gmail.com
Please provide, where possible:
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Your full name and contact details.
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A description of your concern or complaint.
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Relevant dates, communications or supporting information.
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The outcome you are seeking.
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If you require another accessible way to make a complaint, please contact us so that reasonable arrangements can be considered.
2. Acknowledgement
DD Luxe will aim to acknowledge your complaint within 5 working days, unless the matter has already been resolved within that period.
We will document the complaint and may contact you if further information is required.
3. Review and Response
DD Luxe will review the circumstances of your complaint and any relevant records or communications.
We will aim to provide a decision or substantive response within 10 working days after acknowledging your complaint.
If additional time is reasonably required, we will let you know.
If more than 20 additional working days are required, DD Luxe will explain why further time is needed.
4. Outcome
Where appropriate, our response may include:
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The outcome of our review.
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Reasons for our decision.
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Any action DD Luxe proposes to take.
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Information about any further internal review available.
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Information about relevant external complaint options where applicable.
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5. Privacy Complaints
If your complaint relates to the collection, use, storage, access, correction or disclosure of personal information, DD Luxe will address the matter in accordance with its Privacy Policy and applicable New Zealand privacy law.
You may also have the right to make a complaint to the Office of the Privacy Commissioner.
Further information is available at privacy.org.nz.
6. Complaints About Medical Treatment or Providers
DD Luxe provides non-clinical concierge services and does not determine clinical liability.
Complaints concerning medical treatment, clinical decisions or the professional conduct of an independent surgeon, clinic, hospital or other healthcare Provider may need to be made directly to that Provider and/or the appropriate professional, regulatory or complaints body in the country where treatment occurred.
Where it falls within the scope of your agreed DD Luxe service, DD Luxe may assist with administrative communication, relevant records or directing you toward the Provider’s complaint process.
This assistance does not mean that DD Luxe determines whether clinical treatment was appropriate or whether a Provider is professionally or legally liable.
Depending on the circumstances and jurisdiction, additional complaint rights or processes may also apply.
7. New Zealand Consumer and Other Rights
Nothing in this Complaints Procedure prevents you from exercising any rights or remedies available under New Zealand law.
Depending on the nature of the complaint, relevant external organisations may include the Office of the Privacy Commissioner, consumer protection or dispute-resolution bodies, or other authorities with jurisdiction over the particular matter.
The jurisdiction of the Health and Disability Commissioner will depend on the circumstances and nature of the services involved.
8. No Retaliation
DD Luxe will not disadvantage a client merely because they have raised a genuine concern or made a complaint in good faith.
9. Contact
Complaints and questions regarding this procedure can be sent to:
DD Luxe Ltd trading as DD Luxe
Email: ddluxetours@gmail.com