Sky Broadband Customer Care Policy

Introduction

At Sky, we are committed to providing our customers with exceptional service. If you don’t feel that we’re meeting that same standards that you expect of us, we want to hear about it.

Here’s a few ways that you can get in touch. Make sure you include your account number, phone number and information about what went wrong:
  • Email us
  • Call us on 0800 759 759
  • Send a letter to:
    • Sky
      Complaints
      Customer Care Team
      PO Box 9059
      Newmarket
      Auckland 1149
  • See here for all other contact methods and opening hours.

What happens next?


As a Sky customer, we will always treat you with respect and in a reasonable and fair manner, and will be clear in our communications to you.

We'll get back to you within 3 working days of us receiving your complaint. If we can’t resolve it straight away, or if it is a complex matter, we’ll let you know how long it might take for us to investigate and who will be taking care of it for you.

We treat every complaint with importance, and we will always aim to resolve it with you as soon as reasonably possible, but no later than within 20 working days of receiving your complaint.

If you are not happy with the outcome of your complaint, you can reach out to the Telecommunications Dispute Resolution Scheme (TDR).

Our Commitment


Sky will
  • Treat customers with respect and in a fair and courteous manner at all times. 
  • Work in a collaborative and constructive manner when engaging with customers, including with a customer’s nominated support person – when Sky has received explicit prior authorisation to do so by our customer.  
  • Make relevant terms and conditions available, for the provision of a service that sets out the key rights and obligations of both Sky and our customer.  
  • Provide service information that is accurate, up-to-date, and easily understood, including plan pricing, additional fees/charges, service limitations, and principal factors that could affect service performance. 
  • Provide services to the service standard that is advertised and described in Sky’s contracts with the customer. 
  • Set out in our terms and conditions details relating to events that are beyond our reasonable control that may stop Sky from providing its services or from performing its obligations and explaining how Sky will respond in such circumstances.  
  • Set out how Sky will communicate changes to the customer’s terms and conditions, price of service, service specifications, or discontinuation of a service with appropriate notice. 
  • Provide accurate invoices and promptly address billing disputes, including not claiming payment for the disputed part of the bill while we investigate. 
  • Fix and/or repair network faults at no charge to the Customer, except in instances where the customer has caused or contributed to the fault. 
  • Disclose and use information in accordance with below. 
  • When recording customer information, Sky will ensure we maintain our customer’s privacy, including complying with the Privacy Act 2020 and the Telecommunications Information Privacy Code 2020 (TIPC).  
    • Information relating to a customer’s complaint will always be kept confidential by Sky as set out in this paragraph or as required by law.  
    •  Information provided as part of the complaint can only be used or disclosed for the purpose of complaint resolution and will not be used for any other purpose.  
    • Any provider or Third-party that receives any type of information relating to the customer’s complaint may only use or disclose such information in accordance with the Privacy Act 2020 and the TIPC.  
  • Set out the conditions under which a customer’s telecommunications service can be suspended or disconnected. 
  • We’ll also have copies of our Terms and Conditions available to you and will always comply with the law. 

What we need from you:


For us to be able to investigate your complaint quickly and effectively, you will need to provide us with:  
  • Your Sky account number 
  • Your contact details 
  • Details of your complaint 
  • Any other information relevant to the circumstances of your complaint 
  • You need to be an authorised contact on the Sky account, or be able to provide explicit authority from the account holder, to raise a complaint and for Sky to share relevant account information with you.  
  • We expect all of our staff to be treated with respect. 
  • We expect you to be fair and reasonable, as we will be. 
  • We expect that you provide a timely response to any request from Sky for further information. 
If you are unable to adhere to any of the above, then Sky may not be able to investigate your complaint further, and will  inform your of our decisions, reasons and any options for further recourse. 

4. Credit Risk Management Policy
 

  • When you apply for products, we may run a credit check, to assess your ability to pay for Sky services 
  • In some cases, we may require further information to assess your application, and this may be reviewed by our credit review team. In some scenarios, we may ask you to pay a bond before we complete sign-up. 
  • When required, we will inform you of the credit processes and required checks before a product or service can be purchased.  
  • We will provide appropriate support if you are having payment difficulties or are in arrears.  
  • In cases where we have concerns around your ability to meet your ongoing financial commitments with Sky, we may temporarily suspend or permanently disconnect your service. 
We are committed to continuously improving our services and addressing any concerns promptly. If you have raised a complaint with us and we have been unable to come to an agreement on how to resolve your complaint, or it's taken longer than six weeks to sort it out, you have the opportunity to take your case to the Telecommunications Dispute Resolution Scheme.

This is a free and independent service which helps resolve disputes between customers and their telecommunications companies. You can find more information on the Scheme by visiting the TCF website, or by calling them on 0508 989 898.