If there's anything you're not happy about in your relationship with us, the sooner you let us know, the sooner we can fix whatever is causing the issue.
We'll always do our best to fix any problems as soon as possible.
We have trained staff waiting to answer your call and help you out. You'll find most problems can be resolved over the phone.
Alternatively, if you prefer you can fill out our online feedback form. Once we pick up your query, we will do our best 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.
If you feel that your issue has not been dealt with to your satisfaction over the phone, then you can always make a written complaint.
For your convenience, you can use the online feedback form or else write to us at:
P O Box 302362
Within 5 working days of receiving your complaint, we'll write to you acknowledging receipt of your complaint
At each stage of the resolution process, we will be in touch to make sure you know what’s going on.
As soon as possible, but at most within 5 working days of receiving your complaint, you will get an update on the outcome either over the phone or by written explanation.
If the mistake is ours, and we owe you money, we will pay you by crediting your Orcon account and offering an apology.
If we believe that you 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.
In addition, you can at any time contact:
Please note, we are also a member of the Telecommunications Dispute Resolution service. The TDR is a free and independent service that all customers can use if you are dissatisfied with how any issues are being dealt with.
For more details on this service, please visit their website - www.tdr.org.nz.
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.