Customer Complaints Code

As a member of the New Zealand Telecommunications Forum (TCF), Flip is a signatory of the Customer Complaints Code.

We work hard to make our customers happy, and appreciate your feedback as we try to deliver a customer focused experience. This includes any complaints you may have regarding our products or services. 

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?

Telecommunication Dispute Resolution logo

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

Utilities Disputes logo

Flip is a participant in the Utilities Disputes complaint resolution service. If, for some reason, we cannot resolve your power complaint or problem within 20 working days, you can take your complaint to Utilities Disputes, which is a free and independent complaints resolutions scheme. You can contact them on 0800 22 33 40 or go to www.utilitiesdisputes.co.nz

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