Complaints

Let us know if we need to put something right

Here at Vodafone we aim to provide you with great service, but things don't always go to plan. That's why we have a process in place to help resolve any issues you may have. If you feel there's something we can do better, or you're not happy with one of our products or services, we would like to know about it.

 

How to make a complaint

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Mail it to us

Vodafone New Zealand Ltd, PO Box 7281, Wellesley Street, Auckland

0800 777 Icon

777

Call our Contact Centre on 777 from your mobile, or 0800 800 021 free from any landline.

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Email us

Send us an email by clicking on the button below

Careers Contracting Icon

Mail it to us

Vodafone New Zealand Ltd, PO Box 7281, Wellesley Street, Auckland

0800 Icon

0800 438 448

Contact Centre (Free from any landline)

Family Email Icon

Email us

Send us an email by clicking on the button below


 

How to make a complaint

We promise to listen to any concerns you may have and endeavour to resolve your issue in the first instance. But if for any reason we need to conduct an investigation in response to your feedback, we will provide you with a reference number so you can keep track of the investigation progress at any time.

We will aim to resolve any issues you bring to us within 20 working days, however should a delay occur you will be kept in the loop the whole way through.

If we are unable to reach a resolution with you, you can then contact the Telecommunication Dispute Resolution Scheme.

Telecommunication Dispute Resolution (TDR)

Please note that before contacting the TDR, all complaints must be registered with Vodafone first.

The TDR is a free and independent service that all customers can use if you are dissatisfied with how any issues you have are being dealt with. The TDR covers all of the major telecommunications companies in New Zealand, not just Vodafone, and is available to all New Zealanders at no cost. The TDR will try to resolve your complaint with Vodafone and work with you both to reach a settlement.

Vodafone is a founding member of the Telecommunication Dispute Resolution Scheme.

For more information on the TDR,  Visit the TDR website

The Telecommunications Carriers Forum Customer Complaints Code

Vodafone is a signatory to the Customer Complaints Code. For more information on the Customer Complaints Code, visit the  Visit the NZ Telecommunications Forum website