Complaints procedure
Contact 0800 675 700 or fill out the form below
The Client Experience team will get in touch to discuss your complaint and possible resolutions
We are dedicated to resolving any complaints or concerns you have
If you are not satisfied with the resolution of your complaint, you can request for your complaint to be escalated.
Complaints handling
- Your complaint will be taken seriously
- We will acknowledge receipt of your complaint within 48 hours
- The details and nature of the complaint will remain confidential
- You will be assigned a dedicated case manager who will oversee your complaint
- Where possible action will be taken so the circumstances leading to your complaint won't be repeated
- If you are not satisfied with the resolution of your complaint, you can request for your complaint to be escalated.
Are you a client?
Clients can be confident that all complaints will be managed by the committed Client Experience team who are dedicated to correct issues and find solutions. They will be at the forefront of any concerns and will acknowledge receipt of complaints within 48 hours.
A dedicated representative will be responsible for each case, meaning clients will have a direct contact should they have any questions or queries.
Our Client Experience team is available via email or phone from 9:00am to 5:00pm NZST Monday to Friday. Please reach out to us in the option that best suits. You can reach us by submitting a form or calling our team. If you are not satisfied with the resolution of your complaint, you can request for your complaint to be escalated.
Get in touch with our team
Are you a client?
Submit a form
Got feedback?
We are exceptionally proud of the service and support we provide to over 6,500 New Zealand businesses and we are committed to extending an efficient, reliable and trustworthy service.
To assist in maintaining our standards, we ensure all our employees possess the highest degree of professionalism, are notably experienced, dedicated and receive ongoing training in their field.
If we have not met your full expectations, we would like to sincerely apologise and we would also like to hear about your experience. This will help us review our practices so that we can be of better service to you in the future. The complaints procedure is designed to be quick, simple, and with minimal inconvenience. We have streamlined our system so that we can resolve any concern in a swift and adequate manner.
We provide services for business owners and employers only.
We're here to support you
We understand that unlike big corporations, small businesses don't always have the in-house HR and legal departments to interpret the complex language of New Zealand's employment legislation.
So we regularly produce resources and offer support to business owners to help them keep compliant, healthy and successful workplaces.
Here are a few of the free resources we 've created to support small business growth and success: e-guides, monthly legislation updates, webinars, explainer videos and podcasts.
