Your feedback matters.

Have a suggestion, question or concern? Talk to our local team. If you need to make a complaint, the steps below explain how we will work with you to resolve it fairly. Making a complaint will not affect your service or your right to seek independent help.

1. Contact us

Email connect@lightspeed.net.nz, call 03 441 2314, or use our contact form. Tell us the account or address involved, what happened, when it happened and what outcome you are seeking. Mark the message “Complaint” if you want it formally recorded as one.

2. What we will do

We will acknowledge the complaint, record it, identify the person responsible for the next step and keep you informed. We may ask for more information or run technical checks. We aim to resolve straightforward complaints promptly and will explain if a complex issue needs more time.

3. Ask for a review

If the first response does not resolve the issue, reply and ask for an internal review. A director or another team member who was not responsible for the original decision will review the facts, the proposed remedy and the reasons given.

Independent help

Disputes about rights or obligations under the 111 Contact Code can be referred to Telecommunications Dispute Resolution (TDR) for free, whether or not Lightspeed is a general member of the scheme. Other disputes may be taken to the Disputes Tribunal or another appropriate body. You can also report Fair Trading Act concerns to the Commerce Commission or privacy concerns to the Office of the Privacy Commissioner.

Urgent faults

A complaint form is not an emergency channel. For an urgent service fault, including after hours, call 03 441 2314. Call 111 for an immediate threat to life or safety.

Last updated 2026-09-21