Compliments and Complaints

At humm group, we welcome your compliments and complaints. Your feedback is our opportunity to continually improve on the service we provide our customers.

Compliments
Let us know about your positive experience by filing in the Compliments and Complaints form and we’ll make sure your feedback reaches the right person.

Complaints
Sometimes things don’t go the way they should. If this happens, please let us know and we’ll do what we can to resolve any concerns you have quickly and fairly. Here you’ll find information about how you can raise an issue with us, how it will be resolved and what to do if you’re still not satisfied.

We’re here to help
• Let us know about your complaint and how you’d like it resolved.
• We’ll acknowledge your complaint, provide you the reference number and contact details.
• If you have any supporting documents you would like to provide us, make sure to let us know.
• We’ll work with you to resolve the complaint and let you know once we have a resolution.

Raising a complaint

Step 1:
Most complaints can be resolved on that same call or within a few days of letting us know. Get in touch with our humm pro Customer Service Team on:

Telephone:
Australia – 1300 4866 776 (Mon-Fri 9am-7pm NZST)
New Zealand – 0800 4866 776 (Mon-Fri 9am-7pm NZST)
Online: Compliments and Complaints form

Step 2:
In the event your complaint is not resolved, just let us know and we’ll escalate your matter to the Complaints Team, who will be in contact with you to discuss your complaint further.

Alternatively, you can contact the Complaints Team on:
Telephone: 1300 858 608 (Mon-Fri 9am-5pm AEST/NZST)
Email: [email protected]
Post: Locked Bag 5005, Royal Exchange, Sydney NSW 1225

Step 3:
If you remain dissatisfied, we’ll refer the complaint to Group Customer Relations, who will work with you towards a mutually satisfactory resolution.

How long will it take?
We’ll keep you informed of our progress and if we’re unable to resolve your complaint within 21 days, we’ll contact you to let you know we need more time to investigate. In the event of a delay where a final response is not possible within 45 days, we’ll be in touch with the reason for the delay and to give you a date when you should expect to receive it.

Privacy Complaints
We have a Privacy Policy that deals with how we manage and handle your information. You can find it at: https://www.shophumm.com/humm-group/nz-privacy-policy/

We take every stop that is reasonably practicable to ensure that the personal information we collect, use and disclose is accurate, complete and up-to-date. The Privacy Act gives you the right to request correction of the personal information we hold. If you believe that the personal information we have is incorrect, then please contact us using the details below:

Australia
Telephone: 1300 858 608
Email: [email protected]
Address: Locked Bag 5005, Royal Exchange Sydney NSW 1225


New Zealand
Phone: 0800 444 827 or 09 525 8550
Email: [email protected]
Address: Privacy Officer, FlexiGroup (New Zealand) Limited, PO Box 90935 Victoria St West Auckland 1142

Please address your correspondence, or ask to speak to, our Privacy Officer.

In Australia, you can also contact The Office of the Australian Information Commissioner if your complaint about your privacy remains unresolved:

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Visit oaic.gov.au