Client Complaints

As a notary public practicing on the Notarise It© platform, you are subject to the professional conduct standards set out in the Notaries Public Professional Practice Regulations 2026. Regulation 16 of those Regulations provides a formal mechanism for clients to raise complaints about notary conduct, and the platform implements that mechanism.

What is a client complaint?

A client complaint is a formal record submitted by a client who believes you have acted unprofessionally, in breach of your duties, or otherwise contrary to your obligations as a notary public. It is distinct from a star rating — complaints are reserved for conduct concerns and are reviewed by Notarise It© compliance staff.

When you may receive a complaint

Complaints may arise from situations including (but not limited to):

• Alleged unprofessional or improper conduct during a session
• Refusing to conduct a lawful notarisation without good reason
• A client's belief that you breached confidentiality or mishandled their information
• Any conduct the client considers a violation of your professional obligations

How the complaint process works

1. A client files a complaint through the platform, describing their concern and optionally linking it to a specific session.
2. You are notified immediately by email and in-app notification that a complaint has been filed against your account. The notification includes a complaint reference number.
3. Our compliance team reviews the complaint. They may contact you for further information or your account of events.
4. The compliance team closes the complaint and the client is notified of the outcome.

You will be notified when a complaint is filed

If a client files a complaint against you, you will receive an email notification promptly. You do not need to take any immediate action — our team will contact you if further information is required. Continue to conduct your practice professionally throughout any review period.

Your responsibilities during a review

• Cooperate fully with any requests for information from the compliance team.
• Maintain confidentiality — do not contact the complaining client about the complaint.
• Continue to conduct yourself professionally — a pending complaint does not restrict your ability to take new sessions unless you are formally suspended following a review.

Consequences of upheld complaints

Depending on the severity and frequency of substantiated complaints, outcomes may include:

• A formal written caution on your account record
• Temporary suspension of your account pending further investigation
• Permanent removal from the platform
• Referral to the Chief Registrar of Notaries Public for disciplinary proceedings under the Notary Public Act 2023

Reducing your risk of complaints

The best way to avoid complaints is straightforward professional practice:

• Verify signer identity thoroughly before every session (s.6(3)(c) Notary Public Act 2023)
• Conduct sessions professionally and with appropriate care
• Do not conduct a notarisation where a conflict of interest exists (Reg 9)
• Keep your contact and commission details up to date on your profile
• If a problem arises mid-session, address it transparently rather than proceeding regardless

Questions

If you receive a complaint notification and have questions about the process, contact the compliance team at [email protected].