Complaints Policy & Procedure.

We are a signatory to the NZ Telecommunications Forum Inc Customer Care Code which sets out standards to follow when engaging with our customers.

Our Policy.

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

Definition Of A Complaint.

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Primo. A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff, who should use Primo’s Discipline and Grievance policies.

Confidentiality.

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Your Rights As A Primo Customer.

We will.

• Treat you with respect, in a fair and courteous manner at all times.
• Work collaboratively with you or your authorised agent to solve the issue.
• Be clear in our communications to you.
• Deliver on our promises.
• Ensure that you have access to account information and the services we supply to you.
• Have copies of our Terms and Condition available to you.
• Make sure that information provided to you is accurate, up-to-date and in plain English.
• Take all reasonable actions to provide services to you in a timely manner, acknowledging that there may be delays in providing service in certain circumstances we will, if delays occur, keep you informed.
• Always comply with the law.

We are a member of the Telecommunications Dispute Resolutions Scheme, a free and independent service available to customers. Further information is available at www.tdr.org.nz or by calling 0508 98 98 98.

What Happens Next?

We promise to listen to your concerns and endeavour to resolve them with you in the first instance.

We will acknowledge your complaint within 3 working days, this acknowledgement could be verbal or written.

If we can’t resolve it straight away or if the problem is complex we will give you an estimate of how long it will take us to investigate the issue. We’ll also let you know who will be managing it for you. Our aim is to get your issue fully resolved within 10 working days.

If you have raised a complaint with us and we have been unable to come to an agreement on how to resolve your complaint, or it’s taken longer than 20 working days to sort it out you have the opportunity to take your case to the Telecommunications Dispute Resolution Scheme.

Before you contact the TDR, your complaint must be logged with us at Primo.

How To Make A Complaint.

If for any reason you are not happy with any aspect of the products or services we provide you we would be keen to hear from you as soon as possible so that we can put things right.

Please contact us using one of the following options

• Online – You can fill in our online feedback form here on this page.
• Email – feedback@primo.nz
• By Phone – Call us on 0800 123 774 between 9:00am – 5:30pm, Mon-Fri.
• In writing – Post to Customer Resolutions, Primo, PO Box 6, Inglewood 4347

Telecommunication Dispute Resolution(TDR).

The TDR is a free and independent service available to all customers who are dissatisfied with how their complaint is being dealt with.

The TDR covers all major telecommunications companies in New Zealand and is available to all Kiwis at no cost. You can find more information on the Scheme by visiting www.tdr.org.nz or by calling them on 0508 989898.

The TDR will try resolve your complaint with Primo and work with you to reach a mutually acceptable settlement.

In addition to the Telecommunications Dispute Resolution Scheme, you may also seek independent advice or assistance from:

• The Disputes Tribunal
• Your Local Citizens Advice Bureau
• Your Community Law Centre
• The Office of the Privacy Commissioner (for privacy issues)