Customer Complaints

We aim to deal with complaints fairly, efficiently and effectively, ensuring that all complaints are handled in a consistent manner. We also use feedback constructively in the planning and improvement of our products and services.

If you have a complaint...

Please contact us:

 

If you make a complaint:

  1. We'll send you a letter / email acknowledging receipt of your complaint within three business days of receiving it, enclosing a copy of our complaints procedure and assigning a reference number in compliance with the TCF Customer Complaints Code.
  2. Our Resolutions Manager, or the Department Manager where your complaint originated, will send a detailed written reply, including suggestions/proposals for resolving the matter within 21 days of sending you the acknowledgement letter.
  3. At this stage, if you are not satisfied, you can contact us again (using the reference number) to appeal the decision, seeking further review of the outcome.
  4. We will write to you within 14 days of receiving your request for review.

 

At each stage of the resolution process, we will keep you informed of how your complaint is progressing.

 

 

TDR

 

If you are not satisfied with the outcome, you can contact TDR about your complaint. This is a free and independent service which helps resolve disputes between customers and their telecommunications provider. You can find out more information by visiting www.tdr.org.nz or by calling 0508 989898.