Sometimes things don’t go to plan, and when this happens we want to hear about it. We take complaints seriously and have a process for our customers to tell us where they think we’ve gone wrong, so we can make a plan to put that right.

Tell us about your complaint

If you have a complaint, please tell us all about it by: 

Email

tellus@2degreesmobile.co.nz

Please remember to include your name, your mobile number and a short description of what you think has gone wrong, including any relevant details such as the date, the product, the Plan you’re on, the store, the team member etc.

Mail

If you don’t have access to a computer, you can send us a letter to:

The Feedback Team, 2degrees Mobile Limited, PO Box 8355, Symonds St, Auckland.

Again, please make sure you provide us with your name, your mobile number, an email address, and a description of your complaint, including any relevant details.

Phone

Or you can call us on 200 from mobile, or 0800 022 022 from a landline.

What happens then?

We’ll get back to you within 5 working days of us receiving your complaint. And hope to be able to come to a resolution for you (that we’re both happy with) within 20 working days. Sometimes complaints may involve a longer investigation time. If this happens, we’ll keep you in the loop the whole way through.

What if I’m still not happy?

If you’re not happy with the resolution, then you’re welcome to contact the Telecommunications Disputes Resolution (TDR). The TDR is an industry-wide service that sets the standard for customer complaints. 2degrees is a member of the TDR and you can go to them if you’re dissatisfied with any 2degrees resolution of a complaint. It won’t cost you anything to do this, and the TDR will work with you, and us, to try to resolve the problem. For more information on the TDR see www.tdr.org.nz Please note: all complaints much be registered with 2degrees first before you can refer you complaint to the TDR. 2degrees is a signatory to the Telecommunications Carriers Forum Customer Complaints Code. For more information on the Customer Complaints Code see www.tcf.org.nz