Complaints & Disputes Policy
Last updated: 2 June 2026
1. Contacting OMVA
If you have a complaint or dispute, contact support@omva.co.nz with:
- your name and contact details
- account/site/customer reference if available
- a description of the issue
- relevant screenshots, documents, or dates
- what outcome you are seeking
2. Types of complaints
Complaints may relate to:
- account access
- subscriptions and billing
- payouts and commissions
- referral tracking
- site content
- customer quote/referral flows
- privacy or data requests
- AI-generated content
- domains
- marketplace features once launched
- support quality
3. Insurance/provider complaints
If your complaint relates to an insurer/provider's policy, pricing, acceptance, decline, renewal, cancellation, or claim decision, the insurer/provider may be responsible for handling it. OMVA may help direct you to the relevant provider, but OMVA does not control insurer/provider decisions.
4. Internal review
OMVA will aim to acknowledge complaints within a reasonable time and investigate based on the information available. We may request more information or escalate internally.
5. Payout/referral disputes
OMVA may review referral attribution, policy status, fraud signals, insurer/provider confirmation, payment status, cancellations, reversals, and compliance before deciding a commission or payout dispute.
6. Marketplace/domain disputes
Marketplace and domain disputes may have separate review rules, evidence requirements, holds, or transfer restrictions where those features are enabled.
7. External rights
Nothing in this policy limits rights you may have under applicable law, privacy law, consumer law, or relevant dispute-resolution processes.