Complaints process

Complaints process

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We’re committed to providing great customer service and support. If you feel we haven’t got things right, please get in touch with us on 0800 729 863 or hello@mygenie.co.nz

What happens next?

Once we’ve received your complaint, a company representative will be in touch to acknowledge receiving this within 2 business days. They’ll then investigate all the relevant information. While we aim to resolve any complaints as quickly as we can, usually within 7 days, depending on the complaint, sometimes a longer time period may be required. If this is the case, we’ll keep you informed regularly of our revised resolution period - which will be no longer than 15 business days.

Outcome of your complaint

Our representative will respond to your complaint with a summary of findings. We belong to the dispute resolution scheme Financial Dispute Resolution Service. If you are not satisfied with the outcome of your complaint, you are able to raise your complaint with them.
There is no charge or fee for investigating or resolving a complaint.
You can contact FDRS
  • by calling 0508 337 337
  • by emailing enquiries@fdrs.org.nz
  • through FDRS’s website https://www.fdrs.org.nz
  • writing to: FDRS, Freepost 231075, PO Box 2272, Wellington 6140