At eSIM New Zealand, we are committed to delivering high-quality products and services. We value customer feedback, including complaints, as they help us improve. Our goal is to address concerns promptly and with sensitivity to customer needs.
Our complaints process is overseen by a senior manager to ensure efficiency and compliance with the Complaints Standard. Designed for clarity and accessibility, our process focuses on meeting your expectations.
How to Lodge a Complaint
You can submit a complaint at our contact page.
Complaint Resolution Timeline
- We aim to resolve complaints promptly.
- If a resolution is delayed, we will inform you of the expected timeframe, reasons for the delay, and external dispute resolution options.
- Once a resolution is agreed upon, we will implement it within two working days, unless you specify otherwise or further action is required from you.
Complaint Registration Number (CRN)
Upon filing your complaint, you will receive a Complaint Registration Number (CRN). Please keep this number for future reference and updates on your complaint status.
Complaint Recordkeeping
We systematically record all complaints and retain them for two years, including:
- Customer and representative details (if applicable)
- Unique reference number
- Complaint description and related issues
- Proposed resolutions
- Investigation outcomes
- Final resolution details, including commitments and communication dates
At eSIM New Zealand, we take complaints seriously and strive to resolve them efficiently to ensure customer satisfaction.
