Complaints

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 your complaint

What we will do with your complaint

We promise to listen to any concerns you may have, and strive to act upon as much of it as we can to improve our service to you.

We will 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 their website www.tdr.org.nz

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 NZ Telecommunications Forum website