As a member of the New Zealand Telecommunications Forum (TCF), Flip is a signatory of the Customer Complaints Code.
If you would like to register a complaint with Flip, there are a few ways you can get in touch: Email us or Call us on 0800 60 8324, our team is available 10 am to 7 pm everyday.
Or you can send a letter to the following address, don’t forget to include your account number in the letter as well:
- Flip Customer Service Team
- PO Box 108-109
- Symonds Street
- Auckland 1010
If you’ve sent us your complaint in writing, or your complaint has been escalated by a Customer Service Representative or supervisor, the issue will be passed onto the Flip Complaint Review Team.
You can then expect a call, or letter if you prefer, from a Complaint Review Officer which will let you know that your complaint is being looked at and an approximate timeframe for the review. They will also provide your unique reference number and their direct contact details. We aim to have all our complaints resolved with 10 working days.
Complaint Reviews - Further Assistance
If the team at Flip can’t resolve your complaint, you are welcome to take your complaint to a third party for arbitration. We believe that following our internal process will result in a satisfactory resolution.
Please note that before contacting a third party, all complaints must be registered with Flip first.
- Telecommunications Dispute Resolution Service (TDRS)
- Disputes Tribunal
- The Commerce Commission
- The Ministry of Consumer Affairs
- Citizens Advice Bureau
You do not have to follow the complaint handling procedures in this document. You are always free to take independent action to enforce your rights.
What happens if you are not happy with the resolution?