Customer Service

Complaints and refunds (11850/11860/11888)

If the level of service provided by 11850 does not meet with your expectations, please provide us with feedback.

  • By phone

Contact our customer care team directly on 1800 923 433 between 0900-1800 Mon-Fri.

What information Is required?

  • Name 
  • Postal address (if refund is requested) 
  • Daytime phone number 
  • The phone number (and network) you called from 
  • The service you called (11850 / 11860 / 11888)
  • The date and approximate time of your call
  • The nature of your complaint (how did our service not meet your expectations) 


If 11850 have given you incorrect information, poor service or you have experienced a technical fault, we will issue a refund. Just contact our Customer Care team directly on 1800 923 433 between 9am–6pm Monday–Friday. We will be happy to assist you. Please note, we may ask you to send a copy of your bill for verification.