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Complaints

Our complaint procedure

At Inspire Net we’re all about being fair with our customers. What you think about us is also important so if there’s anything you’re not happy about in your relationship with us the sooner you let us know, the sooner we can fix whatever is causing the issue. We want you to be perfectly satisfied with the service we provide so should a situation arise where you have a problem or a complaint, we are committed to resolving the issue quickly and fairly. Further, if you think one of our products or services can be improved in some way, we would love to hear from you.

Here’s how you can contact us to provide feedback or make a complaint

We encourage you to contact us in the first instance to give us an opportunity to answer, and fix if required, your query or complaint.

1. Call us

You can reach us on 06 357 8559, or toll free 0800 484 363, Mon-Fri 8 AM - 8 PM, Weekends/Holidays 9 AM - 6 PM. 

We are available every day of the year, except Christmas Day.  We have trained staff waiting to answer your call and help you out, and you'll find most problems can be easily resolved over the phone.

If for any reason you are unhappy with our resolution or feel your problem has not been resolved adequately, you can:

2. Write to us:

• Using our online complaint form
• by faxing to: 06 353 1154
• by posting your letter to: Inspire Net, PO Box 4387, Palmerston North, 4442

3. Lodging a complaint

If you are lodging a written complaint it will be registered though our Complaints process which uses a numbered ticketing system.  So once we have received it, you'll receive a unique reference number acknowledging that we have your correspondence.   We'll get this acknowledgement to you within at least two (2) working days from receiving your complaint.

Your complaint will be investigated and responded to in full within five (5) working days from the date we first received it.  An initial response could be made to you by telephone but we will also write to you confirming Inspire Net's position and explanation.

If further information is needed, or a more detailed investigation is required to make a response fall outside of the five (5) working days timeframe, a further fifteen (15) working days will be allowed.

During this period your complaint may be escalated to the CEO for review.

At each stage of this resolution process though, we will be in touch with you to make sure you know what’s happening.

 

While we will do our utmost to resolve your complaint, we understand that some situations require additional mediation. In such cases, we suggest submitting a claim to the Disputes Tribunal of New Zealand (https://www.disputestribunal.govt.nz/)