Complaint Handling Policy
eSIM New Zealand is committed to maintaining and strengthening our reputation for delivering high-quality products and services. We value customer complaints as they provide us with valuable feedback to improve our offerings and customer support. Our priority is to address concerns promptly and with sensitivity to the needs and expectations of our customers.
Our complaints procedure is managed by a senior manager who ensures it operates efficiently, effectively, and in full compliance with the Complaints Standard. Customers can submit complaints through any of the communication channels listed on www.esim.co.nz/contact-us.
In situations where resolution is not possible within the initial timeframe, eSIM New Zealand will inform you of the expected resolution timeframe, the reasons for the delay, and any options available for external dispute resolution. Once a resolution is agreed upon, we will implement it within two business days. When you file a complaint, you will be provided with a Complaint Registration Number (CRN). Please keep this number safe for future reference.
eSIM New Zealand maintains a systematic record of every complaint for two years, including:
