Complaints Handling Policy
At Kogan Mobile, we strive to provide you with the best products and services to meet your needs. Your feedback is always important to us, good or bad, especially when we don’t meet the expectations we set for ourselves on service, or we fail to deliver the service you expect.
We want to make sure your concerns are resolved as effectively as possible. All our staff are given extensive training so they are able to help you resolve an issue, or forward the matter on to someone who can.
You have the right to make a complaint where you are dissatisfied with the services or products that we provide or with the way we’ve handled your enquiry or complaint.
We will deal with your complaint fairly, courteously and in a timely manner, considering all the circumstances of the complaint and any special needs you may have.
If you need assistance with your complaint you may discuss it with us with your advocate, an interpreter or through an authorised representative.
How to make a complaint
We aim to make it easy for you to contact us and provide us feedback or make a complaint. You can contact us directly through our Help Centre to log a complaint.
Complaints Handling Process
Kogan treats every complaint seriously and we endeavour to resolve your issue straight away. If this cannot be done, we will offer to escalate the matter to find a resolution in the shortest timeframe possible.
If we are unable to agree on a resolution, after you have contacted us you may use an external dispute resolution service, such as the TDR.
Please note: all complaints should be registered with Kogan Mobile first before you refer your complaint to the TDR.
More information on TDR, including how to make a complaint, is available at www.tdr.org.nz/
We value your feedback. We will use this to continuously improve our business and our people to ensure we can provide the best possible service to our valued customers.
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