Complaints Procedure

In a perfect world, everything would be… well, perfect!

But we’re not so naive as to think that things always go to plan. Sometimes we get things wrong.

Here at 123 Tuition we’re committed to providing products and service of the highest standard. If for any reason you feel we’ve not lived up to your expectations or you are not entirely satisfied with any aspect of our service, please let us know. The information shown below provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints.

123 Tuition will investigate all complaints competently, diligently and impartially, obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for the customer.

But when things don’t go as expected, we want to know about it, so we can do our very best to put things right.

We take all complaints very seriously. After all, it helps us to constantly improve our products and services and to prevent similar problems from occurring in the future.

Tell Us All About It!

Firstly, we’re sorry things have gone wrong and thank you for bringing it to our attention. If you can help us to understand exactly what went wrong, we will do our utmost to solve them.

If you are unhappy with the goods or services you have purchased, then you should contact us ideally as soon as possible of the issue arising.

Ways to Contact Us

The easiest way to let us know is by telephone, email or post:

Telephone: 09 553 6453 (note that we may record your call)

Email: customercare@123tuition.co.nz

Post: PO Box 302713, north harbour, Auckland 0751.

What Information Should You Provide?

• your name and address;
• details of how we can contact you;
• your preferred method of how you’d like us to communicate with you (letter, email, phone, etc)
• a clear description of your complaint;
• details of what you would like us to do to rectify the situation; and
• if appropriate, copies of any relevant supporting documentation.

What Will We Do?

We promise that we will investigate your concerns thoroughly and as quickly as possible. We will always try to resolve your complaint in a timely manner.

Once we have thoroughly investigated your complaint, we will write to you (this may be done via email) to confirm the outcome of our investigations.

In the unusual circumstance if we haven’t been able to resolve your complaint within eight weeks, we will write to you, to let you know this.