At Rocket Mobile, we take your feedback seriously. If you are dissatisfied in any way, it’s important we hear about it. We’ll work with you to address your complaint quickly, in an objective, fair and transparent way.
Anyone has the right to complain to Rocket Mobile. If you are dissatisfied with any aspect of our services, please contact us. If we are unclear whether you want your concern handled as a complaint, we will ask you. Your complaint will be handled in accordance with this policy
Submitting your complaint
If you need assistance logging a complaint, we can help you submit one. Simply contact us via chat in the app or on our website.
Complaint acknowledgement
We'll acknowledge your complaint immediately if you have contacted us via online chat in the app or on our website.
We'll provide you with a unique complaint reference number so you can track and monitor your complaint.
We'll provide you with regular updates on the status of your complaint or you may contact us directly quoting your complaint reference number at any time.
Taking your complaint further
In the unlikely event that we cannot resolve your complaint to your satisfaction, or within the agreed timeframes, you then have the option to forward your complaint to the TDR. Please note that TDR will only accept cases where you have first tried to resolve your issue with us directly. The TDR scheme is a free service and you can find out more about the TDR at https://www.tdr.org.nz/about-tdr
How can I complain to the TDR?
Phone: 0508 98 98 98
Mail: Freepost 214075, PO Box 5573, Wellington 6140
Email: contact@tdr.org.nz