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.

Do I have other options?

If an agreement is not reached within 6 weeks of you lodging your complaint, or you are dissatisfied with the solution we offer you, you can address your complaint to Telecommunication Dispute Resolution (TDR). Addressing a complaint to TDR is free, but requires you to lodge the complaint with us first.

You can address complaints to TDR via one of the following options:

  • Online Submit a complaint via their website
  • Phone Call 0508 98 98 98
  • Post Send mail to Telecommunication Dispute Resolution, Freepost 214075, PO Box 5573, Wellington 6145

The TDR process

Your dispute needs to be an issue TDR can consider. You can see the full range of issues that TDR can and can’t consider on their web site www.tdr.org.nz. You also need to have given us a reasonable amount of time respond to your complaint – at least six weeks – before addressing your complaint to TDR.

You need to make your complaint to TDR in writing. On the TDR website there are forms to fill out online, or they can be printed off and sent or faxed to TDR. TDR can also help you to develop or write a complaint over the phone. TDR will ask us to confirm all the details relating to the complaint, and will send the complaint to us for a response or for comments. TDR might also ask you for more information. All the information will be shared with all of the parties, and everyone has an opportunity to respond.

TDR might suggest a way to resolve the dispute at this stage, or it may give a view about what the likely outcome will be if the dispute continues through the TDR process. TDR will always try and find a solution that everyone can agree on, but if that doesn’t work TDR will make a final decision. If you agree to the final decision we must carry out any instructions that are in the decision, including compensation. If you don’t agree with the decision, the dispute is closed.

You can still take the dispute through other channels such as the Courts or the Disputes Tribunal. Please note that complaints addressed to TDR must be made within 6 weeks of a resolution being offered by Compass.