Complaints Process

To lodge a complaint with Enable please complete the Message Us form on our Contact page. 

We acknowledge all complaints via an automated email immediately. This is confirmation we have received the complaint. 

We will then begin an investigation into the matter and will contact you within five working days – usually sooner – to gather any further information we require. Enable commits to completing its investigation into a complaint within 10 working days of all information being obtained and advising you of the outcome of the investigation. 

Once we have advised you of the outcome of the investigation and we have agreed any remedial action required, Enable will organise any required work to be completed. 

Works required to address Health and Safety issues will be completed as high priority in line with Enable’s Health, Safety and Wellness Policy. 

Telecommunication Dispute Resolution Scheme 

Enable is a Wholesale member of the Telecommunication Dispute Resolution (TDR) Scheme. TDR is a free service for customers to help resolve disputes about telecommunication services. 

If we are unable to resolve a complaint to your satisfaction, you are entitled to contact the TDR and seek its support to resolve your complaint with Enable and reach a settlement. The TDR is a free and independent service. 

Please note that before contacting the TDR, all complaints must be registered with Enable. 

www.tdr.org.nz

Free phone: 0508 98 98 98

Email: contact@tdr.org.nz

Mail: Freepost 214075, PO Box 5573, Wellington 6140

Letter of Commitment to the Commerce Commission

Enable is committed to assisting the industry in ensuring that all consumers are treated fairly and are equipped to make fully-informed decisions about their broadband choices. It is essential that consumers are provided with clear and accurate information that does not mislead them about the type, quality or performance of services.

For queries and concerns about Enable's marketing conduct please refer to our letter of commitment.

For queries and concerns about an internet provider's marketing conduct please refer to the TCF Broadband Marketing Code.