How can we help?
Need Help? Contact Us Here
Need some assistance? Our help desk is based right here in New Zealand, and getting in touch is super easy!
We have two main priorities at this time - preserving the health and wellbeing of our people and ensuring we can continue to support our customers. We’ll keep this page up to date as the situation develops and email you for any really important updates.
All of our broadband plans are unlimited so you’ll have no problem with data caps while working from home during this time of social distancing and self-isolation. Your health and safety are incredibly important to us so please stay safe! If you need a hand with anything, just let us know.
We can happily report that everything is working normally, and we don’t foresee any significant disruptions. If you need a technician to visit your property (for fibre installs, faults etc.) during this time, they will be in contact to ask if you are in self-isolation, or if you have potentially been exposed to COVID-19 to ensure everyone’s safety.
In line with the Government’s latest guidance on COVID-19, all our staff are now working from home for the foreseeable future. Our call centre is based entirely in New Zealand and we introduced work from home capability last year, so we’re in a really good position to keep things trucking along.
If you need to get in touch with us, please email us or use live chat on our website in the first instance. To help us prioritise the most critical queries, please only call us if you absolutely have to. Visit https://www.orcon.net.nz/contact for all the ways you can reach us.
Need something else?
Please get in touch if you have any other questions or concerns and we'll do our best to help!How Do I Live Chat?
Don't want to wait on the phone? Then Live Chat is for you!
Why Live chat?
- Quick and efficient responses to your questions
- Instant connection to a member of our team
- Option to request a transcript of your chat with our team member
- Rate your chat and leave a comment to help improve our overall customer experience
- Convenience. Don't worry about searching for contact numbers or waiting for an email response. Simply send us a live chat message for live interaction with our team.
How to Access Live Chat?
Simply click on the 'Help' button located on the bottom right to begin interacting with a member of our team.
You can find all our operating hours on our Contact page.How can I resolve a dispute with Orcon?
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.
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:
P O Box 302362
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
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.
There’s a range of nasties out there and we want to make sure our customers stay safe online. Orcon have our own product called Family Filter to help protect you from some of the more unsavoury corners of the internet but one of the best weapons to have in this case is information.
The team at Netsafe have great guides on topics from how to identify scams to ways to improve your home network security and many more in between. You can keep yourself up-to-date on reported scams making the rounds in NZ through Consumer Protection’s helpful scam alerts.Report a scam
Have you gotten a suspicious call or email asking for your personal details? Report it!
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.
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 email@example.com, don't just forward the original as it will get marked as spam.
What should I do if I've been scammed?
- 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.
Please note, we are also a member of the TDRS. The TDR is a free and independent service that all customers can use if you are dissatisfied with how any issues are being dealt with.
For more details on this service, please visit their website hereImportant Note: Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court.
Still have questions?