We aim to resolve urgent complaints within 2 business days or within 15 business days for complex matters. If we reasonably believe that your complaint cannot be resolved within these timeframes, we will contact you to explain the reason for the delay and provide a revised timeframe.

When you contact us with a complaint, we will provide you with a reference number, even if the issue is resolved immediately. Please keep this number for future reference, so we can quickly access the details of your complaint if needed. 

At Telsim, we take every complaint seriously and aim to resolve your issue as swiftly as possible. If we can’t resolve it right away, we will offer to escalate the matter to ensure a resolution is reached in the shortest possible time. 

Initially, your complaint will be handled by the resolution team. If further support is required, they will refer it to a supervisor. We may contact you for additional information or if the resolution timeframe changes. 

If at any point during the process you’re not satisfied with the progress or proposed resolution of your complaint, or if you’d like more information about further options to pursue your complaint, you can contact our escalation desk via email. 

1. You can reach our Customer Relations Manager at customer.relations@telsim.nz. We will respond to your inquiry within two business days of receiving your email. 
2. If your issue remains unresolved, you can escalate the matter to our Nodal Officer by contacting nodal.officer@telsim.nz. 
3. If the issue is still not resolved, you may escalate the matter to the legal authority at legal@telsim.nz. 

If your complaint is unrelated to our products or services, we will explain this to you and try to guide you towards a course of action to resolve the issue. If we are unable to reach a resolution, you may use an external dispute resolution service, such as the TDR. For more information about TDR and how to make a complaint, please visit www.tdr.org.nz/.We value your feedback and use it to continually improve our business and our services to ensure we provide the best experience possible for our valued customers.