When you first get in touch with us, we'll do our best to resolve your complaint. If you're not happy with the outcome, you can use our Complaints Management Service. We will review your issue and respond to you with a complaint outcome.
This guide explains:
- How you can make a complaint or get help making a complaint.
- What happens when you make a complaint.
- What you can expect from us.
- What we need from you to take your complaint forward.
- How to have your complaint reviewed if you are not satisfied with the outcome.
The best way for you to file a complaint is to use our complaints form. This gives us the information we need to review your issue.
Other ways to make a complaint
|New Zealand callers||0800 274 138|
|Overseas callers||+64 4 832 5232|
Additional countries can now call us for free from Australia, Canada, United States of America, China, Hong Kong Special Administrative Region, South Korea and United Kingdom:
Write to us
Complaints Management Service
PO Box 2198
What happens when you make a complaint
- We will acknowledge your complaint by sending you a complaint case number within one business day of receiving your complaint.
- We aim to resolve your complaint within 10 business days. If we need more time to resolve your complaint, we will explain why and will keep you informed of progress.
- We will send you a complaint outcome using your preferred method of communication, usually an email, letter or phone call.
If you are not satisfied with your complaint outcome
We may advise you to contact the Office of the Ombudsman. The Ombudsman usually expects you to have first tried to resolve the issue with us using our complaints processes.
If you disagree with an assessment or decision, contact us by sending a message in myIR or calling our contact centre. If we cannot resolve the issue and you still disagree with our decision or assessment, you may consider a formal dispute process.