Complaints Procedure
Our commitment to you
We want you to be completely happy with our products and service. That is why we are committed to listening to your feedback and resolving your complaints where we can.
Please let us know if you are unhappy
Our dedicated Customer Services Team is available to discuss your account.
How can I complain?
CCNZ strives to provide excellent service at all times. If you have made a complaint about our products or services.
1. We will acknowledge to you we have received your complaint within 5 business days of a written receipt of your complaint.
2. We will undertake a review under our own internal complaints procedure.
3. If you are dissatisfied with our decision we will inform you usually in our final response to you that you may refer your complaint to our independent negotiator who will mediate between yourselves and CCNZ.
4. The negotiator will review your complaint and make a recommendation.
Please address all written correspondence to:
How long will it take?
We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within 5 working days we will write to you to tell you:
We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will:
If you are not satisfied
If you feel that we have not resolved the situation to your satisfaction and you are still dissatisfied, we can refer you to the Dispute Tribunal at the Manukau District Court.
Manukau District Court
30 Manukau Station Rd
Telephone: 0800 268 787
Telephone from overseas: +64 9 583 1900
Civil and Family Services
DX: CX10150 AUCKLAND
Our commitment to you
We want you to be completely happy with our products and service. That is why we are committed to listening to your feedback and resolving your complaints where we can.
Please let us know if you are unhappy
Our dedicated Customer Services Team is available to discuss your account.
How can I complain?
- Dealing with complaints
CCNZ strives to provide excellent service at all times. If you have made a complaint about our products or services.
1. We will acknowledge to you we have received your complaint within 5 business days of a written receipt of your complaint.
2. We will undertake a review under our own internal complaints procedure.
3. If you are dissatisfied with our decision we will inform you usually in our final response to you that you may refer your complaint to our independent negotiator who will mediate between yourselves and CCNZ.
4. The negotiator will review your complaint and make a recommendation.
- The negotiator will document the complaints.
- Be accessible to you.
- Provide for the timely resolution of complaints in a fair and reasonable manner.
- In writing:
Please address all written correspondence to:
- Customer Relations Manager,
at: communityclubnzclub@gmail.com.
Please note that additional personal information should not be included in email messages for security reasons. We will respond by telephone or letter for the same reason.
What we will need from you
To help us investigate and resolve any issues or concerns that you may have please provide the following information: - Your full name, address, date of birth and a daytime telephone number
- Full details of your concern
How long will it take?
We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within 5 working days we will write to you to tell you:
- Who is dealing with your complaint
- When we will contact you again
We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will:
- Refer your complaint to the Customer Relations Manager for investigation who will send you our negotiators 'Final Response' Letter. This will explain our final position.
If you are not satisfied
If you feel that we have not resolved the situation to your satisfaction and you are still dissatisfied, we can refer you to the Dispute Tribunal at the Manukau District Court.
Manukau District Court
30 Manukau Station Rd
Telephone: 0800 268 787
Telephone from overseas: +64 9 583 1900
Civil and Family Services
DX: CX10150 AUCKLAND
- Telephone: 0800 268 787. Calls to this number are normally free for people ringing from a "fixed line" phone - but charges may apply if you call from a mobile telephone
- Telephone from overseas: +64 9 583 1900
- Civil and Family Services DX: CX10150 AUCKLAND. Manukau District Court
- Web site: www.justice.govt.nz/tribunals/disputes-tribunal
