Disputes Resolution

If there's anything you're not happy about in your relationship with Orcon, please let us know. We'll do our best to fix any problems as soon as possible.

Give us a Call

Phone our Helpdesk on 0508 467 266 (Residential customers) or our Corporate Support Team on 0800 55 2000 (Business customers). We have trained staff waiting to answer your call. You'll find most problems can be resolved over the phone.

Alternatively fill out our online Feedback Form. A Customer Service Representative will pick up your query and attempt to contact you within 2 working days.

If for any reason you are still unhappy with our resolution or feel your problem has not been resolved adequately, there are other steps you can take.

Make a written complaint

What if we can't sort it out over the phone?

You may make a written complaint. For your convenience, you can use the online Feedback Form or write to us at:

  • Written Complaints
    Orcon Internet
    P O Box 3032362
    North Harbour
    Auckland
  • Within 5 working days of receiving your complaint, we'll write to you acknowledging receipt of your complaint
  • A Customer Service Representative will make sure you know what’s going on with the resolution process at all stages.

As soon as possible, but at most within 5 working days of getting your complaint, a Customer Service Representative will update you on the outcome of your complaint by either phone or written explanation.

If the mistake is ours, and we owe you money, we will pay you by crediting your Orcon account with our apologies.

If we believe that you do need to pay any unpaid disputed amount, you’ll need to pay your account straight away. If you don’t think you’ll be able to pay immediately we may agree to payment of any overdue amount at a later date or by installments depending on the circumstances.

Talk to us to see what can be organised.

Your other options

If you’re not happy with the result after we’ve tried to resolve the dispute, you can contact The Telecommunication Dispute Resolution Service. They are an independent third party who will help you resolve your issue.
Please note: TDR can only help you with disputes once you have talked to us first and tried to get a resolution,if no resolution can be agreed upon you will be assigned a Deadlock number. They can also only help with disputes that occurred after the 30th of November 2007.

In addition, you can at any time contact:

  • Citizens Advice Bureau
  • Community Law Centre
  • Ministry of Consumer Affairs
  • Your Lawyer
  • Disputes Tribunal
  • Court

Important Note: Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or disputes tribunal.

Overdue bill collection

If a bill, or any part of a bill, has not been paid by the due date and we have not agreed for you to pay it off by a later date or by installments, our normal overdue bill collection process (explained in our General Terms and Conditions) will apply.

However, if you have made a complaint disputing liability for any amount on your bill, we won't disconnect your supply for non-payment of the disputed amount while we are still investigating your complaint.

Please note that this does not stop us from disconnecting your supply for other reasons, as detailed in our General Terms and Conditions.