Advice on Complaints and Disputes

TUANZ is a not-for-profit membership association, representing a constituency of corporate members.

Therefore we are not in a position to handle individual complaints from individual members of the public.

If you have a particular issue with a telecommunications service provider, TUANZ recommends that in the first instance you contact your service provider.

Contacting the service provider directly with your issue or complaint is often the best first port of call to resolve the matter.

If this fails, or you are in a dispute with a telecommunications service provider, TUANZ recommends that you contact the free Telecommunication Dispute Resolution (TDR) service.
In some instances Consumer NZ may be able to assist.

Service provider contact details

Below is a list of contact details for the major telecommunications service providers:

Callplus
Phone: 0800 CALLPLUS (22 55 75)
Email: info@callplus.co.nz

For more contact details click here

Orcon
Business: 0800 19 19 19
Residential: 0800 13 14 15

For more contact details  click here

Slingshot
0800 89 2000

For more contact details click here

Telecom
Residential
Fixed line/broadband: 123 or 0800 225 598
Mobile: *123 or 0800 800 123

Business
General enquiries: 126
Faults: 125

For more contact details click here

TelstraClear
Business: 0508 555 500
Residential: 0508 888 800

For more contact details click here

2degrees Mobile
0800 022 022

For more contact details click here

Vodafone
Fixed line/broadband:
Business: 0800 438 458
Residential: 0800 438 448

Mobile: 777 from your mobile, or 0800 800 021 

For more contact details click here

Woosh
Auckland: 09 940 0111 Press 1
Wellington: 04 907 0058
Southland: 03 218 6274
Rest of the country: 0800 4 WOOSH (0800 4 96674)

For more contact details click here

Disputes

If you have a dispute with a telecommunications service provider, TUANZ recommends that you contact the Telecommunication Dispute Resolution (TDR) service.

This is a free and independent service to help work out disputes between consumers and telecommunication companies.

To contact the TDR call 0508 98 98 98 or visit www.tdr.org.nz

In some instances Consumer NZ may be able to assist however would probably expect you to become a member. Visit www.consumer.org.nz


Selecting a telecommunications provider

TUANZ does not provide any recommendations, advice or endorsement for any particular fixed-line, internet or mobile service providers.

If you are uncertain of which provider to choose, we suggest you contact a number of the providers listed above or search for local providers in your area and compare the products, services and pricing on offer.

Many internet service providers now also offer fixed line services. Independent website, ISPFind, maintains a directory of New Zealand ISPs – click here.

Advice for TUANZ Members

If your organisation is a TUANZ member and needs advice on dealing with a telecommunications-related issue, please contact us via email with a brief description of the issue.