Report abuse

For illegal or harmful content, spam, phishing, network abuse and legal notices, email abuse@packetgrid.xyz. This is also our electronic contact for authorities and service users about content notices. We handle correspondence in English.

Send vulnerability reports and suspected security incidents to security@packetgrid.xyz. Send personal data requests or privacy concerns to privacy@packetgrid.xyz.

If someone is in immediate danger, contact emergency services first. In New Zealand, call 111. For online harm, you can also contact Netsafe. Do not download, copy or attach child sexual abuse material; provide its location instead.

We acknowledge electronic reports and assess them without undue delay. A person reviews the information and any action required. A report alone does not automatically suspend a service or establish that content is illegal. If information is missing, we may ask for specific details.

Where contact details are available, we communicate our decision and the available ways to challenge it. If we restrict a service, we explain the relevant facts, scope and duration, applicable law or terms, and whether automation was involved, except where law prohibits disclosure. We do not routinely share the reporter’s identity with the customer.

Reply to the decision with its reference and explain what you want reconsidered. We consider relevant new information. This does not limit statutory complaints, regulatory or court remedies. We may preserve evidence and comply with lawful orders.

We assess New Zealand harmful digital communication complaints under the applicable law, including the specific notice and response process in section 24 of the Harmful Digital Communications Act where that process applies. A complaint should identify the content, explain the harm and say whether you consent to your contact details being shared with its author.

For EU illegal-content notices, identify the exact location and explain why it is unlawful. Include your name and email so we can acknowledge and respond. Reports concerning child sexual abuse or exploitation can omit those contact details. We assess relevant Digital Services Act duties where applicable to the service.

For personal data requests, specify the right you want to exercise and enough information to locate the relevant records. We may verify identity using proportionate means. New Zealand access and correction requests are generally decided within 20 working days, subject to lawful extensions. Where GDPR applies, we respond without undue delay and generally within one month, with any permitted extension explained within that month. Rights and exceptions depend on the circumstances.

We assess and record suspected personal data breaches. Where NZ’s serious-harm threshold is met, we notify the Privacy Commissioner and affected people as soon as practicable, subject to lawful exceptions. Where GDPR applies, supervisory-authority notification is generally required within 72 hours of awareness unless a breach is unlikely to risk people’s rights and freedoms; high-risk breaches require communication to affected people without undue delay. If we act as a processor, we notify the controller without undue delay.

These contacts do not replace a report to police or a regulator. You may contact New Zealand’s Privacy Commissioner, or the competent European supervisory authority where applicable.