We promise to listen to any concerns you may have and endeavour to resolve your issue in the first instance. But if for any reason we need to conduct an investigation in response to your feedback, we will provide you with a reference number so you can keep track of the investigation progress at any time.

You can submit a complaint to us using our complaints form .

We will aim to resolve any issues you bring to us within 20 working days, however should a delay occur you will be kept in the loop the whole way through.

If we are unable to reach a resolution with you, you can then contact the Telecommunication Dispute Resolution Scheme.

Telecommunication Dispute Resolution (TDR)

Please note: Before contacting the TDR, all complaints must be registered with us first by filling out this form .

The TDR is a free and independent service that all customers can use if you are dissatisfied with how any issues you have are being dealt with. The TDR covers all of the major telecommunications companies in New Zealand, not just us, and is available to all New Zealanders at no cost. The TDR will try to resolve your complaint with us and work with you both to reach a settlement.

We are a founding member of the Telecommunication Dispute Resolution Scheme.

For more information on the TDR,  visit the TDR website

The Telecommunications Carriers Forum Customer Complaints Code

We are a signatory to the Customer Complaints Code. For more information on the Customer Complaints Code, visit the  Visit the NZ Telecommunications Forum website