Privacy complaints process

As part of providing you Skinny products and services, we do need to collect some personal details from you, our customers. Also, when you and others use our products and services, this can also generate information about you, such as calling records. We understand how important it is to you that those details are kept secure and private, and so we have robust and thorough processes to do just that. If, however, you feel that your privacy has been breached in any way, we have a process in place to ensure we investigate and address your concerns as quickly as possible – the Skinny Privacy Complaints Process, which is outlined below.

Step 1

You can make a privacy complaint by calling our customer service team on 204.  We will listen to your concerns and do everything we can to resolve them immediately.

Step 2

If we are unable to resolve your concerns within five working days, we will refer your complaint to our specialised Customer Resolutions Group.

Similarly, if you discuss your complaint with our Customer Care team, but are unhappy with the outcome, then you can contact our Customer Resolutions Group at skinnyprivacy@spark.co.nz

The Customer Resolutions Group will investigate, and may contact you directly for further information on your concerns.

They will then respond to you to advise

• whether or not Skinny accepts your complaint;
• the reasons for Skinny’s decision;
• any further steps Skinny proposes to take in relation to your complaint; and
• of your right to complain to the Office of the Privacy Commissioner.

If our Customer Resolutions Group is unable to resolve your concerns within five working days of us receiving your complaint, we will acknowledge your complaint in writing and let you know the expected timeframe for response. If we think resolving your complaint will take more than 20 working days, we will contact you to update you on our investigation and explain why it is going to take longer than usual.

Step 3

If you are not satisfied with the outcome of your complaint following receipt of a final response from Skinny’s Customer Resolutions Group, you may complain to the Privacy Commissioner.  Please see below for more information.

Privacy Commissioner

At any point during or after your complaint, you may contact the Privacy Commissioner and request that they investigate your privacy complaint.  For more information please visit the Privacy Commissioner’s website (www.privacy.org.nz) or contact the Office of the Privacy Commissioner on 0800 803 909.