COMPLAINTS
If you have a complaint, we’d like to know. We’ll do our best to put it right for you and learn from what you tell us.
First, talk to us
You can get in touch any of the following ways:
Phone: (most things can be fixed over the phone)
Auckland customers: 09 302-1500 | Wellington customers: 04 477-1500
Email:
Post:
Bosco Connect Ltd
Private Bag 92008
Newmarket
Auckland 1149
If we can’t resolve your issue immediately over the phone, here’s how we’ll deal with it.
- We’ll inform you within two working days of receving your complaint confirming that we’ve received it and the name of the person dealing with it.
- Within seven working days, that person will update you on the progress of the complaint, either by phone or a written explanation.
- If we’ve made a mistake and owe you money, we’ll either credit your account or pay you a refund.
If you’re not satisfied with the outcome:
We belong to the Utilities Disputes Scheme which is a free and independent complaints service.
If you are dissatisfied with our response to your complaint, or if we have taken longer than 20 working days to resolve your complaint (Tiny Mighty may notify you in writing of good reason to take up to 40 working days to resolve a complaint, where such reason exists), you have the right to take your complaint to Utilities Disputes who can be contacted as follows:
Phone:
0800 22 33 40
Website:
www.utilitiesdisputes.co.nz
Post:
Utilities Disputes Ltd
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145
You can also choose to contact:
- Citizens Advice Bureau
- Community Law Centre
- Ministry of Consumer Affairs
- Your Lawyer
- Disputes Tribunal
- Courts
Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or disputes tribunal, or your right to refer your complaint to the Electricity and Gas Complaints Commissioner at any time.
Complaints about disputed bills
If you make a complaint disputing any amount on your bill, we won’t disconnect your supply for not paying the disputed amount while we are investigating your complaint.
If you take your complaint to Utilities Disputes and we are advised of this, we won’t disconnect your supply for not paying the disputed amount while your complaint is being considered.
Please note that you will still need to pay any undisputed amounts to avoid any action being taken by our credit department. Also, this does not stop us from disconnecting your supply for other reasons, as detailed in our Standard Terms and Conditions.
