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
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 Monday - Friday 8am - 9pm). We 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 the TDR at www.tdr.org.nz