Request a callback

If we cannot answer your call immediately, you can ask us to call you back. You will keep your place in the call queue.

How to request a callback

Callback requests can be made from landlines and mobile phones. When asked, make sure you enter the phone number correctly. If you do not enter your number correctly, we cannot call you back.

Callbacks are not available:

  • on weekends
  • from NZT 5:00 pm to midnight Monday to Friday.

If you are calling from outside New Zealand

When asked, enter your full phone number, including your international dialing code. We can only call you back on the number you are calling from.

International dialling codes | Nations Online

If you are calling from within New Zealand

When asked, enter either your:

  • New Zealand mobile phone number, or
  • New Zealand area code and your landline phone number — for example, 099144###.

When you get our call

When you receive a callback we ask you if you want to accept the call. If you do not accept, we will cancel your callback request.

If you accept, you will be next in the queue to speak to a customer service officer.

If you do not answer our call

We make 3 attempts within 40 minutes to call you back. If you do not answer, we will not try again.