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How to make a complaint to your telecommunications service provider

If you have a complaint or issue with your telecommunications service provider, it is important that you contact them to let them know. Information about how to contact your telco about any concerns can be found below.

If you have reached the end of your service provider's complaints process and your complaint has not been resolved or it has been more than six weeks since contact was made and a satisfactory resolution has not been reached, a complaint can be lodged with the Telecommunication Dispute Resolution (TDR) service. TDR is a free and independent service which helps resolve disputes between customers and their telecommunications company. More information about TDR can be found here.

 

ProviderHow to make a complaint

 

2degrees

 

Email:

tellus@2degreesmobile.co.nz  for a mobile account.

tellus@2degreesbroadband.co.nz for a broadband account.

Phone:

200 from mobile, or 0800 022 022 from a landline.

 

 

2talk

 

Email: complaints@2talk.co.nz

Phone: 09 281 4357

Webchat: www.2talk.co.nz and open the chat window.

Webportal: Open a ticket in the 2talk Web Portal

 

 

Big Pipe

 

Online form: here - select "Make a Complaint" from the bottom of the list labeled "Please Select."

Web chat: Visit the website to chat (8am - 10pm) 

Mail: Digital Support, Spark New Zealand Trading Limited, 45 Airedale Street, Auckland 1010, New Zealand

 

 

Flip

 

Online form: here

Mail: Flip Customer Service Team, PO Box 108-109, Symonds Street, Auckland 1010

 

 

Orcon

 

Online form: here

Mail: Orcon, P O Box 302362, North Harbour, Auckland

 

 

Skinny Direct

 

Online form: here

Phone: 0800 44 00 11 from New Zealand, or +64 3 371 0866 (free call) while roaming overseas with Skinny Direct. (Mon-Fri 8am-7pm; Sat, Sun & public holidays 9am - 5pm)

 

 

Skinny Mobile

 

Online form: here

Phone: 0800 4 SKINNY (0800 4 754669) (Mon - Fri 8am - 7pm, Sat 9am - 5:30pm, Sun & Public Holidays 9am - 5:30pm)

Chat: Visit the website to chat.

Facebook:  Message Us

Email: Contact Us

Roaming Help desk:

+64 3 371 0866 (free if you’re using a Skinny Mobile SIM from anywhere in the world) (Mon – Fri 8am – 7pm NZT; Sat9am – 5:30pm NZT)

Mail: Skinny Mobile Complaints, PO Box 91801, Auckland 1142

 

 

 

 

Slingshot

 

Online formhere

Phone: 0800 89 2000

Mail: Slingshot Customer Service Team, PO Box 108-109, Symonds Street, Auckland 1001

 

 

Spark

 

Online form: here

Website: Visit the website to book a phone call or to use the Spark chatbot

Phone:

Residential customers: 123 or 0800 800 123 (Mon-Fri 7am-8pm, Sat- Sun 8am-6pm)

Mobile customers: *123 or 0800 800 163 (Mon-Sun 8am-8pm)

Business customers: 126 (Mon-Fri 8am-6pm, Saturday 8.30am – 5pm)

Mail: Customer Resolutions, Spark New Zealand Trading Limited, PO Box 1473, 
Christchurch 8140

In person: Visit a Spark store

 

 

Trustpower

 

Phone: 0800 87 87 87

Email: enquiries@trustpower.co.nz

Mail: Customer Resolution Office, Trustpower Limited, Private Bag 12023, Tauranga Mail Centre, Tauranga 3143

 

 

Vodafone

 

Online form here

Phone: Personal: 0800 800 021

Business 0800 400 888

 

 

Vocus Communications

 

Email: businessresolutions@vocus.co.nz

Phone: 0800 89 5000


 

What to do if your complaint can't be resolved

If you have reached the end of your service provider's complaints process and your complaint has not been resolved or it has been more than six weeks since contact was made and a satisfactory resolution has not been reached, a complaint can be lodged with the Telecommunication Dispute Resolution (TDR) service.

If you haven't been able to resolve a problem with your phone or internet service provider, contact the TDR or Freephone 0508 98 98 98

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Last Modified On Wednesday, 27 May 2020