We want to make sure that we get things done right for you the first time. 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.
Here's how to get in touch with 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. 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 that 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: