How to make a complaint

We promise to listen to all your concerns and endeavour to resolve them in the first instance. If we need to investigate your concern further, we’ll give you a reference number, which lets you track our investigation at every stage.

We aim to resolve your concerns within 20 working days. If there is a delay, you’ll be kept in the loop the whole way through.

If we are unable to resolve your concern, you are free to contact the Telecommunication Dispute Resolution Scheme (TDR). However, before you contact the TDR, your complaint must be registered with us at Vodafone.

Telecommunication Dispute Resolution (TDR)

The TDR is a free and independent service available to all customers who are dissatisfied with how their complaint is being dealt with. The TDR covers all major telecommunications companies in New Zealand and is available to all Kiwis at no cost.

The TDR will try resolve your complaint with Vodafone and work with you to reach a mutually acceptable settlement. Vodafone is a founding member of the Telecommunication Dispute Resolution Scheme.

For more information on the TDR, please visit the TDR website

The Telecommunications Carriers Forum Customer Complaints Code

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