We really 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. We really want to hear from you. Please contact us using one of these options:
If you have time to talk to us about your concern now here are the phone numbers to use:
- 123 for residential service
- *123 for mobile service
- 126 for business service
If you'd prefer to put pen to paper and write to us about your problem just drop us a line to the address below and we'll call you. Please remember to include your full name, postal address, Telecom account number and a daytime telephone number in your letter so we can get back in touch with you:
Telecom Customer Resolutions
PO Box 1473
You can also let us know about your concerns on-line by simply completing our online form.
What happens next?
Once you’ve told us about your concern we will investigate it and we’ll 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 the issue. 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 which helps resolve disputes between customers and their telecommunications companies. You can find more information on the Scheme by visiting www.tdr.org.nz or by calling them on 0508 989898.
In addition to the Telecommunications Dispute Resolution Scheme, you may also seek independent advice or assistance from:
- The Disputes Tribunal
- Your Local Citizens Advice Bureau
- Your Community Law Centre
- The Office of the Privacy Commissioner (for privacy issues)
Something important to note
Like you, we don't want any delays in getting your concerns addressed. If you are being billed for your services through another telecommunications provider and you do not have a billing relationship with Telecom for the service you wish to make the complaint about we will not be able to investigate it. Should that be the case you'll need to contact the service provider who provides and bills you for the service and they should investigate your concerns for you.