If for any reason you are not happy with any aspect of the products or services we provide you we would be keen to hear from you as soon as possible so that we can put things right. Please Contact us
If you'd prefer to write to us about your problem just drop us a line to the address below and we'll call you. Please remember to include your full name, postal address, Skinny account number and a daytime telephone number in your letter so we can get back in touch:
Skinny Mobile Complaints
PO Box 91801
Let us know about your concerns by sending an email to firstname.lastname@example.org or message us on Facebook at any time and we'll reply as soon as we're online.
Chat with us
Get in touch over Live Chat between 8am and 7pm Monday to Friday, or between 9am and 5:30pm on weekends and public holidays.
If you have time to talk to us about your concern, call us on 0800 4 SKINNY (0800 4 754669).
All of this information, and more, is also available at skinny.co.nz/contact-us
Once you've told us about your concern, we will investigate it and discuss a resolution with you. If we can't resolve it straight away or if the problem is of a very complex nature, we will give you an estimate of how long it will take us to investigate the issue. We'll also let you know who will be managing it for you. Our aim is to get your issue fully resolved within 20 working days.
If you have raised a complaint with us and we have been unable to come to an agreement on how to resolve your complaint, or it's taken longer than six weeks to sort it out, you have the opportunity to take your case to the Telecommunications Dispute Resolution Scheme.
This is a free and independent service which helps resolve disputes between customers and their telecommunications companies. You can find more information on the Scheme by visiting tdr.org.nz or by calling them on 0508 989 898.
In addition to the Telecommunications Dispute Resolution Scheme, you may also seek independent advice or assistance from:
Skinny values our relationship with you and we want to ensure it is nothing less than the best it can be.
We want to make sure that we provide you with the best experiences. If you’re not happy with any aspect of the services we provide you we would like to hear from you so that we can quickly put things right.
We’re proud to be a member of the TDR Customer Complaint Scheme and fully support this industry initiative.
Further information is available at tdr.org.nz or by calling them on 0508 98 98 98.
You can find out how to provide feedback or make a complaint to us below.
All our Services are Prepaid, which means they are paid for in advance of you using them.
Overdue fees: If you owe us money and the payment is overdue, we may pass your debt to a debt collection agency. We or the debt collection agency may charge you for the costs incurred in the enforcement of any rights in our Terms. For example, this may include any legal fees incurred to recover any overdue payment from you.