Complaint procedure

Information you’ll need to supply

We’re committed to resolving your complaint quickly and fairly. To help us do this, please provide us with:

• your name and address
• a description of your concern
• what you would like us to do to put things right
• a phone number and the best time to contact you
• any other relevant information.

What happens next

We will acknowledge your complaint within five business days and work to resolve it as quickly as possible. We’ll confirm that we’re looking into your complaint, and let you know when you can expect a response. We’ll also give you a unique reference number, so we can quickly find your record and keep you updated on our progress.

Resolving your complaint

If we’ve been unable to resolve your complaint and you’d like to pursue it further, you can ask for your complaint to be passed on to our Customer Resolution Team to review the matter independently on your behalf. You can also contact the team directly on 0800 788 999, or from overseas +64 4 931 8209 (international toll charges may apply) from 9am-5pm, Monday to Friday. The team will assess your concerns and work with you to resolve your complaint.

We will always contact you to discuss our final response, and provide an explanation of what we’ve found, what we plan to do, and why we made the decision. This may be done over the phone, by secure email, or by letter. We’ll keep you updated on our progress with regular updates, but if you feel there’s extra information that will help us, you can contact us by phone. Please keep your unique reference number handy, as it will help us find your information quickly.