Service Levels - Domain Names

It is our aim at Distribute.IT to provide clients with the higest levels of professional, responsive and courteous service. In order to meet these aims we set ourselves strict rules for handling your sales and support queries. Whilst the different domain extensions carry different rules for registration and eligibility, we strive to complete correct applications instantaneously where automation is possible, and within 30 minutes where manual processes are required, during normal business hours (Monday through Friday, excluding public holidays). All support emails will be answered with 24 hours of receipt during normal business hours.

Complaints Handling

Distribute.IT strives to offer the highest possible levels of customer support however we accept that from time to time clients may think otherwise! If you have a complaint, please send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it with the word 'Complaint' in the subject line — upon receipt a manager will attend to your complaint with 24 hours (excluding weekends and public holidays).

We treat all emails, from resellers and registrants, no matter how large or small the issue with the same level of attention and responsiveness.

If upon receiving a response from Distribute.IT to your account, you do not feel that the response was sufficient and wish to take the matter further, you can contact the relevant governing bodies for the applicable domain as follows:

• .au domains — au Domain Administration Ltd (auDA)
• com/net/org/biz/info domains — ICANN
• .nz domains — NZ Domain Name Commissioner

Important Links

• Australian Spam Act
• Australian Competition & Consumer Commission (ACCC)
• Australian Communications and Media Authority (ACMA)