Bill and account complaints
If your complaint is relating to your bill and account, you can either call, chat with us through web chat or WhatsApp, or write to us.
Chat with us
Contact us through web chat
Monday - Friday, 8am - 10pm. Saturday and Sunday, 9am - 5pm.
Writing to us
If you have a complaint, please always call us if you possibly can. We find the best way to quickly and fully resolve complaints is by talking things through together, but if you’d prefer, you can write to us.
Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. If you're contacting us about your account, please include your account number.
PO Box 436
We'll respond within 10 working days of receiving your written complaint. This might be by phone, but if we can’t speak to you, we’ll contact you in writing.
Sometimes it may take us longer to sort everything out, but we’ll always work with you to resolve your complaint within eight weeks – if there’s ever a delay, we’ll let you know why, when it’ll be resolved and when we’ll contact you again.