At Flip, we value your feedback, including any complaints you may have regarding our products or services. 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.
How to make a complaint
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 call centre is open Monday to Friday 8 am to 8 pm, Saturdays 8 am to 5 pm and Sundays 10 am to 5 pm (more details on the contact page).
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.
If a mistake is ours, and we owe you money, we will pay you by crediting your Flip account and offering an apology.
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 instalments, our normal overdue bill collection process (explained in our General Terms and Conditions) will apply.
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 instalments depending on the circumstances. (Talk to us to see what can be organised.)
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.