If you're experiencing issues with your internet service, please contact your Internet Service Provider who will be able to assist you. If that does not solve your issue, we're here to help.
How to lodge a complaint
If you need to lodge a complaint with Enable, please fill out the complaints form.
We acknowledge all complaints immediately via automated email. We’ll start investigating and contact you within five working days, usually sooner, to gather any additional information. We aim to complete the investigation within 10 working days of receiving all necessary information and will inform you of the outcome.
Once the outcome is communicated and any remedial actions are agreed upon, we’ll arrange for the required work to be completed. Health and Safety issues will be prioritised according to Enable’s Health, Safety, and Wellness Policy.
If your complaint is regarding planned work on your shared accessway or private right of way, you can find out how to lodge an objection here.
Contact the Telecommunication Disputes Resolution Service
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're unable to resolve a complaint to your satisfaction, you can contact the TDR on freephone 0508 98 98 98, or visit their website www.tdr.org.nz.
Please note that before contacting the TDR, all complaints must be registered with Enable.
Letter of Commitment to the Commerce Commission
We're 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's 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.