The Physics Room Complaints Policy

The Physics Room is committed to providing a high-quality experience for all visitors, artists, and participants. We welcome feedback and take all complaints seriously. This policy explains how we handle complaints in a fair, timely, and transparent way.


What is a Complaint?
A complaint is any expression of dissatisfaction about:

  • Our exhibitions, events, or services
  • The behaviour of staff, volunteers, or other visitors
  • Facilities, accessibility, or health and safety
  • How we have handled a previous issue

How to Make a Complaint
You can complain:

  • In person to gallery staff
  • By email: physicsroom@physicsroom.org.nz
  • By phone: +64 3 379 5583
  • In writing to: The Director, 301 Montreal Street, Christchurch 8023

Please provide as much detail as possible:

  • Your name and contact details (optional for anonymous complaints, but harder to resolve)
  • Date and time of the issue
  • Description of what happened
  • What outcome you are seeking (e.g., apology, explanation, remedy)

Our Response Process

  1. Acknowledgement — We will acknowledge your complaint within 2 working days.
  2. Investigation — We will investigate fairly and impartially, gathering information from relevant staff or witnesses. This usually takes up to 10 working days, but complex matters may take longer (we will keep you informed).
  3. Resolution — We will contact you with our findings and any proposed actions. Where appropriate, we will offer a reasonable remedy (e.g., apology, refund for paid events, or changes to our processes).
  4. Follow-up — We may check with you later to ensure you are satisfied.

If You Are Not Satisfied
If you remain unhappy with our response, you can ask for the matter to be reviewed by a senior staff member or the Board of Trustees. We will advise you of the next steps.

For issues involving consumer rights (e.g., paid workshops or merchandise), we follow the Consumer Guarantees Act. You also have the right to contact external bodies such as:

  • Citizens Advice Bureau
  • Consumer Protection (MBIE)
  • Disputes Tribunal (for smaller claims)
  • Human Rights Commission (for discrimination issues)

Anonymous Complaints and Records
We record all formal complaints to help us improve. Anonymous complaints will still be investigated where possible, but we may not be able to provide a personal response.


Commitment
We treat every complaint as an opportunity to learn and improve. We will not victimise or disadvantage anyone who raises a genuine concern.
This policy is reviewed regularly. 


Contact for Complaints
physicsroom@physicsroom.org.nz (please put “Complaint” in the subject line)
Thank you for helping us make The Physics Room better.