If there's anything you're not happy about in your relationship with us, the sooner you let us know, the sooner we can fix whatever is causing the issue.
We'll always do our best to fix any problems as soon as possible.
You can contact us here. Once we pick up your query, we will do our best to contact you within 2 working days.
If for any reason you are still unhappy with our resolution or feel your problem has not been resolved adequately, there are other steps you can take.
Make a written complaint
If you feel that your issue has not been dealt with to your satisfaction over the phone, then you can always make a written complaint.
- Flip Customer Service Team
- PO Box 108-109
- Symonds Street
- Auckland 1010
Within 5 working days of receiving your complaint, we'll write to you acknowledging receipt of your complaint
At each stage of the resolution process, we will be in touch to make sure you know what’s going on.
As soon as possible, but at most within 5 working days of receiving your complaint, you will get an update on the outcome either over the phone or by a written explanation.
If the mistake is ours, and we owe you money, we will pay you by crediting your Flip account and offering an apology.
If we believe that you need to pay any unpaid disputed amount, you’ll need to pay your account straight away. If you don’t think you’ll be able to pay immediately we may agree to payment of any overdue amount at a later date or by installments depending on the circumstances.
Talk to us to see what can be organised.
Overdue Bill Collections
If a bill, or any part of a bill, has not been paid by the due date and we have not agreed for you to pay it off by a later date or by installments, our normal overdue bill collection process (explained in our General Terms and Conditions) will apply.
However, if you have made a complaint disputing liability for any amount on your bill, we won't disconnect your supply for non-payment of the disputed amount while we are still investigating your complaint.
Please note that this does not stop us from disconnecting your supply for other reasons, as detailed in our General Terms and Conditions.
Your Other Options
In addition, you can at any time contact:
- Telecommunications Dispute Resolution Service
- Citizens Advice Bureau
- Community Law Centre
- Ministry of Consumer Affairs
- Your Lawyer
- Disputes Tribunal
Please note, as mentioned we are a member of the Telecommunications Disputes Resolution. The Telecommunications Disputes Resolution (TDR) is a free and independent service that all customers can use if you are dissatisfied with how any issues are being dealt with.
For more details on this service, please visit their website here
Important Note: Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court.