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.
Contact Options
Slingshot customers can contact our team on 0800 89 2027, and you can view our operating hours here.
We have trained staff waiting to answer your call and help you out. You'll find most problems can be resolved over the phone.
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.
Written Complaints Slingshot PO Box 108-109 Symonds Street Auckland, 1010 New Zealand
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 Slingshot 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:
Citizens Advice Bureau
Community Law Centre
Ministry of Consumer Affairs
Your Lawyer
Disputes Tribunal
Court
Telecommunications Dispute Resolution Service
UDL (Utilities Disputes)
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 instalments, 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.
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