How can I resolve a complaint with Stuff Fibre

At Stuff Fibre we work hard to make our customers happy, but we understand that sometimes things do go wrong. We value your feedback and this includes any complaints you may have regarding our products or services.

If you would like to register a complaint with Stuff Fibre, there are a few ways you can get in touch: Email us  at support@stuff-fibre.co.nz, or Call us on 0800 862 337, our support team is available Monday to Friday 8am to 8pm, and Saturdays to Sundays 9am to 5pm.

Or you can send a letter to the following address, don’t forget to include your address in the letter as well:

Stuff Fibre Customer Service Team

PO Box 108-109

Symonds Street

Auckland 1001

If you’ve sent us your complaint in writing, or your complaint has been escalated by a Customer Service Representative or supervisor, the issue will be passed onto the Stuff Fibre Complaint Review Team.

You can then expect a call, or letter if you prefer, from a Complaint Review Officer which will let you know that your complaint is being looked at and an approximate timeframe for the review. They will also provide your unique reference number and their direct contact details. We aim to have all our complaints resolved within 10 working days.

Complaint Reviews - Further Assistance

If the team at Stuff Fibre can’t resolve your complaint, you are welcome to take your complaint to a third party for arbitration. We believe that following our internal process will result in a satisfactory resolution.

Please note that before contacting a third party, all complaints must be registered with Stuff Fibre first.

  • Telecommunications Dispute Resolution Service (TDRS)
  • Disputes Tribunal
  • The Commerce Commission
  • The Ministry of Consumer Affairs
  • Citizens Advice Bureau

You do not have to follow the complaint handling procedures in this document. You are always free to take independent action to enforce your rights.

What happens if you are not happy with the resolution?

 

If for some reason you are unhappy with the resolution of your homeline or internet issue, you have the opportunity to take your dispute to the Telecommunication Dispute Resolution service which Stuff Fibre is proudly a member of. TDR is a free independent service available to all customers. More information of this service can be found here, but remember, you must have lodged a formal complaint with Slingshot before the TDR can investigate this for you.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request