-
How do I get in touch?
- If you've provided your bank account or credit card numbers, you should call your bank straight away. They'll be able to advise the best course of action and provide a new account or card if necessary.
- Should you click on any unknown link in an email, disconnect from the internet and run an anti-virus scan. This should detect and remove any unsafe or malicious content on your device.
- You'll want to go to any website, account, or service that uses the same password and change it as soon as you can. It's best to use different passwords as much as possible to avoid giving out access to everything all at once.
- Should you be threatened in any way and believe your health and safety are at risk, contact the police immediately on 111.
-
In order to change the ownership of your Orcon account into another name, you will be required to complete our change of ownership form.
Here is a checklist of the details you will require to complete the change of ownership form.
- New account holders name
- New account holders contact number
- New account holders email address
We will then be in touch with the intended account holder to process the change of ownership request. Once the change of ownership request is complete, we will contact you with the results.
Please note that any outstanding balance on the account must be cleared before the account ownership can be transferred, and by completing the change of ownership form you agree to the terms outlined below.
- You are authorising the person whose details you are providing to take full ownership of your Orcon account (all previous account details can be seen by the person taking over the account).
- You agree to remain liable for all charges on your Orcon account incurred up until the date of transfer.
- You understand that you will lose access to the Orcon account and all information relating to it including bill history/emails.
- This request is not complete until the services are transferred to the new account holder and approval of this request is subject to credit checks on the new account holder.
-
In order to take ownership of an existing Orcon account, you will be required to complete our change of ownership form.
- Your address (address where you currently or previously resided):
- Address of services (address of services you are taking over):
- Account number (account number of services you are taking over):
- Digital copy of your NZ drivers license or passport
We will then be in we will be in touch with you and the account holder to process the change of ownership request. Once the change of ownership request is complete, we will contact you with the results.
Please note that any outstanding balance on the account must be cleared before the account ownership can be transferred, and by completing the change of ownership form you agree to the terms outlined below.- You authorise Orcon to perform a credit check and understand that the approval of this request is subject to credit checks.
- You certify that all information is provided is true and to the best of your knowledge.
- You agree to be responsible for all charges relating to the Orcon account once the ownership of the account has been transferred.
- You comply to be bound by the connection terms and conditions applicable to the Orcon account, as well as any contract terms and pricing plans active on the account. You can find our current terms and conditions here.
- You understand that you will be required to pay all charges associated with the Orcon account including although not limited to, monthly fees, delayed charges such as toll calls or data blocks, power charges, and any early termination fees which may apply if the account is cancelled before the end of the contract term.
- You accept that there might be charges associated with the process of relocating your services to another address.
-
You can fill out our online feedback form. Once we pick up your query, we will do our best to contact you within 2 working days.
If for any reason you are still unhappy with our resolution or feel your problem has not been resolved adequately, there are other steps you can take.
-
If you feel that your issue has not been dealt with to your satisfaction over the phone, then you can always make a written complaint.
For your convenience, you can use the online feedback form or else write to us at:
Written Complaints
Orcon
P O Box 302362
North Harbour
Auckland
Within 5 working days of receiving your complaint, we'll write to you acknowledging receipt of your complaint
At each stage of the resolution process, we will be in touch to make sure you know what’s going on.
As soon as possible, but at most within 5 working days of receiving your complaint, you will get an update on the outcome either over the phone or by written explanation.
If the mistake is ours, and we owe you money, we will pay you by crediting your Orcon account and offering an apology.
If we believe that you need to pay any unpaid disputed amount, you’ll need to pay your account straight away. If you don’t think you’ll be able to pay immediately we may agree to payment of any overdue amount at a later date or by installments depending on the circumstances.
Talk to us to see what can be organised. -
In addition, you can at any time contact:
- Citizens Advice Bureau
- Community Law Centre
- Ministry of Consumer Affairs
- Your Lawyer
- Disputes Tribunal
- Court
- TDR (Telecommunication Dispute Resolution)
- UDL (Utilities Disputes)
-
If a bill, or any part of a bill, has not been paid by the due date and we have not agreed for you to pay it off by a later date or by installments, our normal overdue bill collection process (explained in our General Terms and Conditions) will apply.
However, if you have made a complaint disputing liability for any amount on your bill, we won't disconnect your supply for non-payment of the disputed amount while we are still investigating your complaint.
Please note that this does not stop us from disconnecting your supply for other reasons, as detailed in our General Terms and Conditions.
We're incredibly proud to say that our help desk is based right here in New Zealand and getting in touch is super easy! All of our general account queries are taken by email and live chat, we answer them super fast, and you don't have to mess about on the phone.
Check out the contact page on our website if you need to give us a call for technical support, financial assistance, or to organise a move house order.
Chat
If you need a hand now, tap the Help button in the lower right, click on Get in touch, and then hit Live chat. We're available through chat from 10 AM to 4 PM, Monday to Thursday (chat is closed Friday, Saturday, Sunday, & public holidays)
Need something else?
Check out our setup guides, what you can do in your account, or some other helpful tips:
In November 2020, the Commerce Commission published the 111 Contact Code
to ensure that vulnerable consumers can contact emergency services in the
event of a power failure at their premises.
The Code requires retail landline service providers to inform customers which
telecommunications technologies and devices may not work in the event of a
power failure, how they can protect themselves, and where to go for support.
What Services are affected?
Fibre and fixed wireless will not work in the event of a power failure unless you
have a backup power supply, so if your landline is supplied over these
technologies you will not be able to use it to contact the 111 emergency service
during a power cut.
Certain devices at your premises, such as cordless phones and medical alarms
without an inbuilt battery, may also not work in the event of a power failure
without a backup power supply, so you may not be able to use them to contact
the 111 emergency service during a power cut.
We recommend keeping a charged mobile phone on hand to ensure you
have means of contacting the 111 emergency service in the event of a
power failure at your premises.
Please be aware that the 111 code does not cover any medical services and/or alarms - such as those provided by St John - you may have installed in your home. Please talk to the provider of these services if you have any concerns about their reliability.
Who is a vulnerable consumer?
The code defines a vulnerable consumer as someone who is at particular risk of
requiring the 111 emergency service and does not have a means for contacting
the 111 emergency service that can be operated for the minimum period in the
event of a power failure.
How do I get my account listed as Vulnerable?
You can apply to be listed as a vulnerable consumer if someone at your premises
relies on your landline connection for medical, safety, or disability reasons by submitting an application form.
We will send you an appropriate means of contacting the 111 emergency service
in the event of a power failure at your premises at no cost.
We will not deny or cease supply of a retail landline service on the basis that we
know, or suspect, a consumer is, or may become, a vulnerable consumer.
Have a concern?
Please email us at vulnerability@email.orcon.net.nz or contact us here if you have any concerns about the information provided, or if you have any sort of complaint about this process.
Have you gotten a suspicious call or email asking for your personal details? Report it!
By Phone
If you've received a call that you believe is a scam, let us know as soon as you can. We'll block the number if possible and work with the industry to try prevent it from happening to others.
All you need to do is fill out our report a scam call form with the necessary information.
By Email
Should you get a suspicious looking email and you're unsure whether it is legitimate or not, report it to us for confirmation. If it is malicious, we'll block the address and notify the industry.
Forward the suspicious email as an attachment to support@email.orcon.net.nz, don't just forward the original as it will get marked as spam.
What should I do if I've been scammed?
Payment Details
Links
Passwords
Threats
How do I prevent scams?
If you'd like to know more, the team at Netsafe have great guides on topics from how to identify scams to ways to improve your home network security! You can also keep yourself up-to-date on reported scams making the rounds in NZ through Consumer Protection’s helpful scam alerts.
Need something else?
Check out setup information, changes you can make online, or some other helpful tips:
What is my username?It can be difficult to keep track of every username you've made online, that's why we've made it simple for My Orcon – it's your email address! This will be the email address that you provided during the sign up process or where you get your bill reminders.
If you signed up before 2016, use the start of your Orcon email address (username@orcon.net.nz) as the username.
If you still can't log in using both of the above options, try resetting your password through the 'Forgot Your Password?' link.
Need something else?
Check out our setup guides, what you can do in your account, or some other helpful tips:
What is my password?If you can't remember what your password is, simply reset it by using the 'Forgot Your Password?' link on the log in page for My Orcon – easy!
Updating
You can change your password at anytime by logging in to My Orcon, scrolling down to My Details, and clicking on Change Password.
Please note
If you signed up before 2016, the password change applies to My Orcon, your web mail log in, any Orcon email addresses you have, and your modem settings (if you don't have a phoneline).
You'll need to update your Outlook account settings with the new password if in use – check out the Microsoft support article on their website for helpful instructions.
Need something else?
Check out our setup guides, what you can do in your account, or some other helpful tips:
Change of OwnershipLearn about our change of ownership process and how you can transfer your account to someone else.
Before we get started, we need to mention that each Orcon residential account can only have one main account holder. You are more than welcome to have others authorised to make certain changes or query issues - you'll just need to add them on. You can check out how to do so here.
Update The Name On My Bill
If there's anything you're not happy about in your relationship with us, the sooner you let us know, the sooner we can fix whatever is causing the issue.
We'll always do our best to fix any problems as soon as possible.
Contact Options
We are a member of the Telecommunications Dispute Resolution (TDR) service and Orcon is also a participant in the Utilities Disputes complaint resolution service.
Telecommunications Dispute Resolution (TDR)
The TDR is a free and independent service that all customers can use if you are dissatisfied with how any homeline or internet issues are being dealt with.
For more details on this service, please visit their website - www.tdr.org.nz.
Utilities Dispute Resolution
If, for some reason, we cannot resolve your power complaint or problem within 20 working days. You can take your complaint to Utilities Disputes, which is a free and independent complaints resolutions scheme.
You can contact them on 0800 22 33 40 or go to their website - www.utilitiesdisputes.co.nz.
