At Rocket Mobile, we take your feedback seriously. If you are unhappy with any part of our service, we want to hear from you - and we’ll work with you to sort things out quickly and fairly.
Anyone has the right to complain to Rocket Mobile. If it’s not clear whether you’d like your concern to be handled as a formal complaint, we will check with you so we can manage it the right way.
We handle all complaints in line with our complaints handling policy.
Submitting your complaint
If you need a hand lodging a complaint, we’re here to help.
You can contact us easily through:
Live Chat: rocketmobile.co.nz/contact-us
We are available 9am – 6pm Monday - Friday
Email [email protected]
Our team will guide you through the process and make sure your complaint is submitted correctly.
Complaint acknowledgement
If you contact us through Live Chat, we’ll acknowledge your complaint straight away during the chat.
If you contact us via email (or another method), we will acknowledge your complaint within 1 working day.
In all cases, we'll provide you with a unique complaint reference number so you can track and monitor your complaint.
We'll provide you with regular updates on the status of your complaint, or you may contact us directly quoting your complaint reference number at any time.
Taking your complaint further
In the unlikely event that we cannot resolve your complaint to your satisfaction, or within the agreed timeframes, you then have the option to forward your complaint to the TDR. Please note that TDR will only accept cases where you have first tried to resolve your issue with us directly. The TDR scheme is a free service and you can find out more about the TDR at https://www.tdr.org.nz/about-tdr
How can I complain to the TDR?
Here’s how you can get in touch with the TDR:
Phone: 0508 98 98 98
Mail: Freepost 214075, PO Box 5573, Wellington 6140
Email: [email protected]