If there's an issue, let's resolve it!
We genuinely value our customers, and if any hiccups come our way, we're committed to sorting them out quickly and smoothly.
Our main aim is to make sure any concerns you have – whether they involve us or our subcontractors – get resolved. So, keep reading to find out how you can get in touch, find details on our resolution process, and check out some alternative solutions.
Resolution process
You may seek to resolve any concerns through the following channels:
Phone: 0800 833 622, or
Email: servicedesk@tuatahifibre.co.nz for concerns relating to residential properties, or
Email: businesscare@tuatahifibre.co.nz for concerns relating to business properties, or
Email: complexcare@tuatahifibre.co.nz for concerns relating to land access rights.
Member of the New Zealand Telecommunications Forum
We are a Wholesale Scheme member under the TCF Customer Complaints Code, which brings us under the scope of the Telecommunication Disputes Resolution service. This is a free service for customers to help them resolve disputes about telecommunication services, including unresolved disputes relating to network faults or installation works.
If a problem arises, you should first contact your internet service provider to discuss and try to resolve it with them. They will contact us if they need any information we hold.
If you are unable to resolve the issue with your internet service provider for any reason, you can contact TDR on freephone 0508 98 98 98, or visit their website www.tdr.org.nz
Consumer care policy
Our full consumer care policy can be downloaded below
Download consumer care policy
