Complain about your ISP
If you're having a problem with your internet service provider (ISP), or feel that you've been treated unfairly by them, you can make a complaint.
1. Complain to your ISP first
Most ISPs have a section on how to make a complaint on their website. You can usually complain:
- over the phone
- in writing (by email, fax or post), or
- sometimes by filling out a form.
Set out your complaint as clearly and briefly as possible. You’ll need to provide:
- your full name and contact details
- your account number
- a description of the issue or problem
- the outcome you’re looking for, and
- any other information you think is important.
2. If the issue isn’t resolved
If you’re not happy with the resolution offered by your ISP and if the problem isn’t fixed after 6 weeks, you can ask the Telecommunication Dispute Resolution service to investigate, if your ISP is part of their scheme.
Find out if your ISP is part of the dispute resolution scheme
They’ll investigate if:
- you’re the account holder or are authorised to make the complaint on their behalf
- you registered your complaint with your ISP first
- you’re an individual or a small business, and
- the amount of your claim is less than $15,000.
Make a formal complaint
After receiving your formal complaint they’ll:
- investigate and offer possible solutions
- bring you and your ISP together to resolve the issues, or
- make a final decision on how to resolve the problem.
3. If you’re still not happy
The ISP must accept the Telecommunication Dispute Resolution service’s decision but you can choose whether to accept or reject it. If you’re not happy with the outcome, or if your ISP isn’t part of their scheme, you can also contact the Disputes Tribunal or the Privacy Commissioner (for privacy issues).