Making a complaint

Here at 2degrees we strive to make product and services that are fairer, smarter and ultimately better for our customers. This includes everything from our pricing through to our Customer Care. We strive to be better every day.

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

Email 2degrees Mobile at tellus@2degreesmobile.co.nz if your complaint is related to your mobile account.

Email 2degrees Broadband at tellus@2degreesbroadband.co.nz if your complaint is related to your broadband account.

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 Telecommunication Dispute 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 must be registered with 2degrees first before you can refer you complaint to the TDR. 2degrees is a signatory to the NZ Telecommunications Forum Customer Complaints Code. For more information on the Customer Complaints Code see www.tcf.org.nz

Click here for other languages.

image gallery copy 5

 

 

Stop Spam Texts

There is nothing more annoying than getting commercial style texts from businesses or individuals who don't have your permission to send them.

If you do get these spam texts, you can report them to the Department of Internal Affairs' Anti Spam Compliance Unit who will investigate on your behalf. It will take only a few minutes to register your complaint.

To make a complaint about unsolicited commercial texts simply:

  1. Forward the text to the free short code SPAM (7726)
  2. You'll receive a text message containing a link with a reference ID number unique to the complaint. Visit the mobile site (http://7726.govt.nz) to finish making your complaint.

Please note that the second step is optional, your complaint will be investigated even if you don’t supply additional information, however any details you can provide will be helpful to investigators.

This service is for reporting commercial unsolicited text messages only and is managed by the Department of Internal Affairs (not 2degrees). If you are getting personal unsolicited texts or bully texts from an individual, here’s what you need to do to make a complaint.

If you want to unsubscribe from marketing messages from 2degrees, simply text STOP to 222 or update your personal preferences in Your 2degrees.

 

Frequently Asked Questions

See more
OTHER LANGUAGES

Te Reo

Inā kāore anō mātou kia whakatau tika i tō raru, e āhei ana a TDR ki te āwhina, ā, kāore hoki he utu. Mō ētahi atu pārongo o TDR, mō te tuku amuamu rānei, pāwhiria tēnei arahono.

 

Samoan

Afai ua le mafai ona matou foia lau fa’aseā, e mafai ona e maua le fesoasoani mai le TDR e aunoa ma se totogi. Mo nisi fa’amatalaga i le TDR ma le resitalaina o lau fa’aseā, faamolemole vaai i iinei.

 

Korean

고객님의 불만을 해결 못하고 있는 경우 TDR 에서 도움을받을 수 있습니다.TDR는 비용이 없는 고객님을 위한 서비스 입니다 .TDR 에 대한 자세한 정보와 불만 사항을 등록하는 방법 은 여기 를 클릭하십시오

 

Simplified Chinese

如果我们一直未能解决您的投诉,您可以免费从TDR获取帮助。要获取有关TDR详细信息,以及如何注册投诉,请点击这里

Arabic

إذا كنا غير قادرين على حل شكواك ، يمكنك الحصول على مساعدة من 

وكيفية TDR مجانا . للحصول على مزيد من المعلومات حول TDR

تسجيل شكوى ، يرجى الضغط هنا

 

Filipino

Kung hindi namin malutas ang iyong reklamo, maaari kayong makakuha ng tulong mula sa TDR, na walang kaukulang bayad. Upang makakuha ng karagdagang impormasyon tungkol sa mga TDR at kung paano magrehistro ng isang reklamo, mangyaring mag-click dito.

 

Hindi

अगर हम आपकी शिकायत का समाधान करने में असमर्थ है, तो आपको टीडीआरएस से मदद मिल सकती है| इसके लिए आपको कोई खर्च नही होगा| टीडीआरएस के बारे मे अधिक जानकारी प्राप्त करने के लिए और शिकायत दर्ज करने के लिए, कृपया यहा क्लिक कीजिए|.

Tonga

Kapau 'oku 'ikai ke mau lava o solova ho launga, e lava ke ke mau tokoni mei he TDR, 'oku 'ikai ke totongi eni. Ka toe fiema'u ha fale'i mahino ange fekau 'aki moe TDR pe ko ha founga ke lesisita hao launga, katakio l omi'i eni.