At Now, we're here to give Kiwi families and businesses something they've been deprived of for decades - great service. Our Customer Care Policy lays out our commitment to serving you better, addressing any concerns you may have, and ensuring your needs are met.
Our Promise to You
𝗥𝗲𝘀𝗽𝗲𝗰𝘁 𝗮𝗻𝗱 𝗙𝗮𝗶𝗿𝗻𝗲𝘀𝘀: You can count on us to treat you with respect and fairness at all times.
𝗪𝗼𝗿𝗸𝗶𝗻𝗴 𝗧𝗼𝗴𝗲𝘁𝗵𝗲𝗿: Let's work together collaboratively and constructively to resolve any issues you may encounter.
𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗣𝗲𝗿𝘀𝗼𝗻𝘀: If you have someone assisting you, like a financial mentor, we'll gladly work with them too, with your permission.
𝗖𝗹𝗲𝗮𝗿 𝗜𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻: We'll provide clear and easy-to-understand terms and conditions, including pricing, fees, and any limitations.
𝗔𝘀 𝗔𝗱𝘃𝗲𝗿𝘁𝗶𝘀𝗲𝗱: We'll deliver services as promised in our contracts with you. We’ll make sure the information provided to you is accurate, up-to-date and in plain English.
𝗛𝗮𝗻𝗱𝗹𝗶𝗻𝗴 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲𝘀: We'll explain how we deal with unexpected situations, like Force Majeure events, and describe the situations covered under this clause.
𝗞𝗲𝗲𝗽𝗶𝗻𝗴 𝗬𝗼𝘂 𝗜𝗻𝗳𝗼𝗿𝗺𝗲𝗱: If there are changes to your service or terms, we’ll aim to give you 30 days' notice, and a minimum of 10 working days’ notice, or as soon as possible if circumstances prevent that.
𝗔𝗰𝗰𝘂𝗿𝗮𝘁𝗲 𝗕𝗶𝗹𝗹𝗶𝗻𝗴: Expect accurate invoices from us, and if there's a mistake, we will use all reasonable efforts to correct the inaccuracies in a timely manner. You may query or dispute your bill with us. During this process, we'll not claim payment for the disputed part of the bill while we investigate to confirm if an error occurred.
𝗙𝗮𝘂𝗹𝘁 𝗙𝗶𝘅𝗲𝘀: If there's a network fault on our end, we'll take care of it at no extra cost to you, except where you’ve caused or contributed to the fault. The financial implications of this are set out in our terms.
𝗣𝗿𝗶𝘃𝗮𝗰𝘆 𝗠𝗮𝘁𝘁𝗲𝗿𝘀: Your information is safe with us, and we'll handle it responsibly. You can view our privacy policy here
𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗔𝗱𝗷𝘂𝘀𝘁𝗺𝗲𝗻𝘁𝘀: We'll explain when and why your service might be suspended or disconnected.
𝗦𝘂𝘀𝗽𝗲𝗻𝘀𝗶𝗼𝗻 & 𝗗𝗶𝘀𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻: We’ll set out the conditions under which your service can be suspended or disconnected.
Credit Management
There are occasions when we may need to suspend or disconnect your service. These situations are outlined in our general terms, which you can review here
What communications you can expect from us
We want you to know what is happening with your account, so we will attempt to communicate with you a number of times about an unpaid bill. Our aim is to let you know about your rights and obligations and support you to continue using our telecommunication service. It’s your responsibility to inform us if your contact details change.
We may attempt to communicate with you using more than one method and may also contact you at different times of the day.
If we contact you, please respond so we can make payment arrangements and avoid proceeding to disconnection. You can expect the following communications from us regarding an unpaid bill:
- An invoice that tells you the amount due and the due date
- A reminder notice 5 days later if the due date is missed
- A second reminder notice 5 days later
- Temporary service suspension 5 days later
- A further notice 7 days later that will specify the date on which we need to receive payment by to avoid a disconnection of your telecommunication service
Note: If we attempt to contact you by phone, we may not leave a voicemail, and we may ring you multiple times to speak with you. We do not use a blocked number.
In the event that a suspension leads to disconnection due to non-payment, we'll send you another notification detailing the consequences if your debt is referred to a collection agency. This may include a credit default and additional collection costs on top of your Now account balance.
If you're facing challenges, we're here to help. Reach out to us.
Feedback and Complaints
Making a complaint
As a team we strive to deliver on our promises. But we understand that sometimes you might want to let us know we've not lived up to what you were expecting. If this happens, it's really important to let us know. We take complaints from our customers seriously, not only because we want to put things right but it's a great source of learning for our people.
Over the Phone
Often the best way to get a problem solved is over the phone, you can call us on 0800 438 669
By Email
If you've tried calling or would rather, do it online then you can email us. Please ensure to include the nature of your complaint and any specific details you think would be useful to help us get to the bottom of it (things like dates, names, times).
What do we do with complaints?
We aim to provide an initial response within 24 hours of receiving your complaint (during our business hours of Monday - Friday, 8am - 9pm). We will make our best efforts to resolve complaints within 20 working days. Depending on the nature of the complaint it may take longer to investigate and come to a resolution that works best for you.
What if I need to take my complaint further?
If you're not happy with how we handle your situation, you can contact the Telecommunication Dispute Resolution (TDR). This is a service for telecommunication customers across our industry. Now is a member of the TDR and this complaints service is free of charge to customers.
The TDR will work with Now and our customers to find a resolution. You can find more information and contact the TDR at www.tdr.org.nz