I want to make a formal complaint? What's Kogan Mobile's complaint policy/process?

At Kogan Mobile, we strive to provide you with the best possible products and service for your needs. We understand there are situations when you may feel dissatisfied with the service that we provide, and you may wish to make a complaint.

We will deal with your complaint fairly, in a courteous and timely manner, and consider all the circumstances of the complaint and any special needs you may have.

If you need assistance with your complaint, you may discuss it with us with an advocate, an interpreter or through an authorised representative.

Your feedback, even in the form of a complaint, is valuable to us, especially when we don’t meet the expectations we set for ourselves on service or deliver you the service you expect. We want to make sure your concerns are resolved as effectively as possible. All our staff are given extensive training so they are able to help you resolve an issue or forward the matter on to someone who can.

We aim to make it easy for you to contact us and provide us feedback or make a complaint. You can contact us directly through our Help Centre and we will acknowledge your complaint directly.

To avoid any misunderstanding, you should make it clear at the beginning of your ticket or live chat that you wish to make a complaint.

If we are unable to agree on a resolution, after you have contacted us you may use an external dispute resolution service, such as the TDR. The TDR can be contacted by visiting http://www.tdr.org.nz/
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