Complaint Policy

Cardcall aims to provide the highest level of customer service, which includes the handling of complaints. The complaints handling policy was created to be able to provide a fair and efficient mechanism to handle customer complaints.

This policy has been developed by Cardcall in accordance with standard industry practices. Similarly, if you feel that a breach of the Fair Trading Act 1986, the Commerce Act 1986 or the Telecommunications Act 2001 has been committed, you are advised to raise a complaint on the matter. Cardcall treats all such complaints very seriously and will be dealt with accordingly.

No legal rights arise under this document.

How to Lodge a complaint

Complaints can be lodged:

What we will do

When you speak to a Cardcall customer consultant they will always provide you with their name and try to resolve the complaint on the spot. Written complaints will be acknowledged within five (5) working days. A case number will be allocated to you in order to facilitate follow ups on the progress of your complaint.

Cardcall prefers to deal with complaints and enquiries by phone as this provides a quicker response time.

Escalation of complaints

If you are not satisfied with the resolution or the investigation of your complaint, then you may request to have a supervisor review your complaint. The supervisor will try to provide a resolution as quick as possible.

If all avenues of addressing your complaint has been exhausted or you find that the resolution to your complaint is still unacceptable. You can ask The Commerce Commission NZ ( http://www.comcom.govt.nz ) for assistance.