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How to let us know if you have feedback or a complaint

If for any reason you are not happy with any aspect of the products or services we provide, you can tell us about your complaint on our feedback form, or use the contact options below.

By post

If you'd prefer to write to us about your problem just drop us a line to the address below and we'll call you. Please remember to include your full name, postal address, Skinny account number and a daytime telephone number in your letter so we can get back in touch:

Skinny Mobile Complaints

PO Box 1473

Christchurch 8140

Via email

Let us know about your concerns by sending an email to support@skinny.co.nz or message us on Facebook at any time and we'll reply as soon as we're online.

Message us

Get in touch over Facebook between 8am and 7pm Monday to Friday, or between 9am and 5:30pm on weekends and public holidays.

By phone

If you have time to talk to us about your concern, call us on 0800 4 SKINNY (0800 4 754669).

All of this information, and more, is also available at skinny.co.nz/contact-us

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What happens next?

Once you've told us about your concern, we will investigate it and discuss a resolution with you. If we can't resolve it straight away or if the problem is of a very complex nature, 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 20 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 six weeks to sort it out, you have the opportunity to take your case to the Telecommunications Dispute Resolution Scheme.

This is a free and independent service which helps resolve disputes between customers and their telecommunications companies. You can find more information on the Scheme by visiting tdr.org.nz or by calling them on 0508 989 898.

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

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

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Our commitment to you

Skinny values our relationship with you and we want to ensure it is nothing less than the best it can be.

We want to make sure that we provide you with the best experiences. If you’re not happy with any aspect of the services we provide you we would like to hear from you so that we can quickly put things right.

We’re proud to be a member of the TDR Customer Complaint Scheme and fully support this industry initiative.

Further information is available at tdr.org.nz or by calling them on 0508 98 98 98.

You can find out how to provide feedback or make a complaint to us below.

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Your rights as a Skinny customer

We will:

• Treat you with respect, in a fair and courteous manner at all times.
• Work in a collaborative and constructive manner when engaging with you.
• Be clear in our communications to you.
• Deliver on our promises.
• Always comply with the law.
• Ensure that you have access to your account information and the services we supply to you.
• Have copies of our Terms and Conditions available to you that set out the key rights and obligations for you and Skinny. View Skinny General Terms
• Make sure that information provided to you is accurate, up-to-date and in plain English. This will include:
  • Plan pricing information;
  • Any additional relevant fees/charges relating to a service;
  • Any limitations to a service, taking into account the limitations that are likely to be important to you, such as limitations in the event of a power outage;
  • Principal factors that may affect the performance of a service.
• Provide services to the service standard that is advertised and described in our contracts with you.
• Define the situations covered under Force Majeure clauses and explain how we will respond in such circumstances.
• 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.
• If authorised by you, work with your support person and/or agent, such as a financial mentor, cooperatively and constructively.
• Fix and/or repair network faults in our network at no charge to you, except in instances where you have caused or contributed to the fault. The financial implications of this scenario are set out in our terms.
• Set out the conditions under which your service can be suspended or disconnected.
• Set out how we will communicate a change to our terms and conditions, price of service, service specifications or a discontinuation of a service. Where changes will disadvantage you, we will give you a minimum of 30 days’ notice. If the change is outside our control, then we will communicate the change as soon as we can. We will act in good faith and be fair when deciding if a change will disadvantage you.
• Provide information on how we use your information in our Privacy Policy

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Credit management

All our Services are Prepaid, which means they are paid for in advance of you using them.

Overdue fees: If you owe us money and the payment is overdue, we may pass your debt to a debt collection agency. We or the debt collection agency may charge you for the costs incurred in the enforcement of any rights in our Terms. For example, this may include any legal fees incurred to recover any overdue payment from you.