Like everyone, our team is being impacted by Omicron and you may notice our wait times are a bit longer than normal. The best way to get in touch is via email and we will come back to you as soon as possible!
At Slingshot 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 Slingshot, there are a few ways you can get in touch: Email us or Call us on 0800 89 2000, our call centre is open Monday to Friday 8am to 8pm, Saturdays 8am to 5pm and Sundays 10am to 5pm (more details on the contact page).
Or you can send a letter to the following address, don’t forget to include your account number in the letter as well:
- Slingshot 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 Slingshot 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 with 10 working days.
Complaint Reviews - Further Assistance
If the team at Slingshot 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 Slingshot 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 Slingshot 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.
Slingshot is a participant in the Utilities Disputes complaint resolution service. If, for some reason, we cannot resolve your power complaint or problem within 20 working days, you can take your complaint to Utilities Disputes, which is a free and independent complaints resolutions scheme. You can contact them on 0800 22 33 40 or go to www.udl.co.nz