Our commitment to you:
Spark values our relationship with you and we want to ensure it's nothing less than the best.
We want to make sure that we provide you with the best possible service experience. If you're not happy with any aspect of the services we provide, we'd like to hear from you so that we can put things right.
We are proud to be a member of the TDR Customer Complaint Scheme and fully support this industry initiative.
Further information is available at www.tdr.org.nz or by calling 0508 98 98 98
You can find out how to provide feedback or make a complaint to us below.
There are occasions when we may need to suspend or disconnect your service. These situations are described in our general terms. View general terms
Understanding overdue accounts and what you can do to keep your Spark services connected is important. Find out about the options available to you if your account is overdue
If we need to suspend your services for credit management reasons, we’ll advise you via email or letter of the consequences of that action, and how further actions may be avoided.
Should that suspension lead to the disconnection of your services for non-payment, we’ll send you another notification outlining the consequences should your debt be referred to a collection agency, including loading of a credit default and any collections costs that will apply over and above your Spark account balance.
If things are getting a little tough for you, we may be able to help. Contact us and we can do a health check on your account to see if we can make things easier. If you’re having trouble with making payments to your account or you can foresee things changing, we can support you further with our hardship policy. View hardship policy
If for any reason you are not happy with any aspect of the products or services we provide you, we'd be keen to hear from you as soon as possible. Please contact us using one of the following options:
By phone If you have time to talk to us about your concern, you can use the following numbers:
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, Spark account number and a daytime telephone number in your letter so we can get back in touch:
Spark New Zealand Trading Limited
PO Box 1473, Christchurch 8140, New Zealand
Online You can also let us know about your concerns on-line by simply completing our online form
All of this information, and more, is also available at www.spark.co.nz/contactus
Once you've told us about your concern we'll investigate it and discuss a resolution with you. If we can’t resolve it straight away, or if the issue is of a very complex nature, we will give you an idea 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 www.tdr.org.nz or by calling them on 0508 989898.
In addition to the Telecommunications Dispute Resolution Scheme, you may also seek independent advice or assistance from:
Like you, we don't want any delays in getting your concerns addressed. If the service you are complaining about is charged to you by another telecommunications provider and not Spark, we'll not be able to investigate it. In this situation, you will need to contact that provider directly and they should be able to investigate for you.