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Resolving Disputes |
If you have an issue with any aspect of service from iGRIN, please
let us know at your earliest opportunity. We will try our utmost to
sort out any problems as soon as we are aware of them. The majority
of issues can be resolved during a telephone call but some
situations may require further, intensive investigation.
iGRIN Internet can be contacted by telephone, post, fax, e-mail, by
completing our on-line enquiry form or by popping into our office
during open hours. All our contact details can be found on our
Contact Us page (http://www.igrin.co.nz/contactus.html).
We aim to reply to your enquiry within 2 working days but strive to
resolve issues much sooner than this. If the enquiry, due to it’s
nature, is likely to take longer than 2 days to resolve, iGRIN
Customer Service Representatives will keep you informed of the
progress of the investigation into the issue periodically. If at any
stage, there is the likelihood that costs may be incurred
investigating or researching the issue, customers will be notified
in advance and, signed acceptance of these costs received from them,
before the commencement of these investigations. The customer will
be informed in advance, of both the reason why there will be a
charge and what that charge will be.
If you feel that the resolution or service you have received from
the Customer Service Representative that has been dealing with you
has not been satisfactory, please escalate the issue to
issues@igrin.co.nz in the
first instance, to enable management to review the request. A senior
member of staff will review the case and offer a final overview of
your issue.
In the unlikely event that you feel that we have failed to resolve
your issue with us, you have the right to escalate the dispute by
contacting The Telecommunications Dispute Resolution Service, which
is an independent conciliatory body, set up to help consumers with
their disputes with telecommunications companies.
Consumers must have reached a recognised stalemate with their
telecommunications supplier before approaching the TDRS for help
and, regardless, TDRS can only assist with problems that have arisen
with iGRIN Internet since 4th February 2008.
The Telecommunications Dispute Resolution Service can be contacted
on:
 Freephone
0508 98 98 98
or by writing to:
Freepost 214075,
P.O.Box 5573,
Wellington.
6145
or by visiting their website at
http://www.tdr.org.nz |
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Click here for
IGRIN's complete Terms and Conditions |
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