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
When you contact us with a complaint, even if we resolve the matter straight away, we will give you a reference number at that time. Keep this number in case you need to contact us again so we can access a detailed record of your complaint and be ready to assist you further.
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.
Initially it will be picked up by the resolution team, and if support is needed they will refer it to their supervisor. We may contact you if we require more information, or if the timeframe to resolve your complaint changes.
If your complaint concerns something which does not relate to our products and services, we will explain this to you and try to help you identify a course of action in order to address your issue.
To monitor the progress of your complaint you can contact us through the original method of communication and you should quote your complaint reference number.
Complaints can only be closed once a resolution is agreed, which means you have to feel satisfied that the matter has been reasonably resolved before we can close it. We will only implement any agreed resolution to your complaint after you have agreed to it.
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.
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.