Complaints

We aim to provide top customer service to all of our customers, but sometimes things don't always go to plan, so if you have any concerns or issues about our products or services we would encourage you to call our technical service team in the first instance, as we may be able to fix your issue over the phone, if however you would like to put your complaint in writing, please email us via support@flip.co.nz.

Once we receive your complaint we will be in contact within 2 working days to acknowledge receipt of  your complaint, your complaint will then be handled by dedicated customer support agent who will work with you to reach a suitable resolution and we will aim to resolve your issue within 10 working days. We will also keep you updated through the resolution process.

 

What happens if you are not happy with the resolution?

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If for some reason you are unhappy with the resolution of your issue you have the opportunity to take your dispute to the Telecommunication Dispute Resolution Service which Flip are proudly a member of. TDR is a free independent service available to all customers.  More information of this service can be found here www.tdr.org.nz., but remember, you must have lodged a formal complaint with Flip before the TDRS can investigate this for you.

 

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