Complaints

We’re here to help

If you’re unhappy with your experience with Compass, please let us know. We will do our best to resolve problems as quickly as possible and make every effort to deliver the best possible service to you.

How do I make a complaint?

If you wish to make a complaint, you can do so via one of the following:

  • Online submit a support request via My Compass
  • Email us at Complaints@Compass.net.nz
  • Phone call us on 0800 640 840
  • Post please send written complaints to Complaints Officer, Compass Communications, PO Box 2533, Shortland Street, Auckland 1140

When will my complaint be addressed?

We endeavour to have all complaints resolved as quickly as possible. You will receive confirmation that we have received your complaint within 2 working days via email, or by phone or post if you have requested us to do so. You will also receive a reference number for your complaint.

When will my complaint be resolved?

We aim to have all complaints resolved within 10 working days. In the event that this is not possible to achieve, we will notify you of this and continue to keep you updated as we work to resolve the issue.