How can I make a complaint?

At Rocket Mobile, we take your feedback seriously. If you are dissatisfied in any wasy, it’s important we hear about it. We’ll work with you to address your complaint quickly, in an objective, fair and transparent way. Anyone has the right to complain to Rocket Mobile. If you are dissatisfied with any aspect of our services, please contact us. If we are unclear whether you want your concern handled as a complaint, we will ask you. Your complaint will be handled in accordance with this policy

Submitting your complaint

You can contact us in any of the following ways:

By Live Chat

Rocket Mobile Live Chat

By Email

Submit a Request

If you need assistance logging a complaint, we can help you submit one. Simply contact us via chat in the app or on our website.

Complaint acknowledgement

We’ll acknowledge your complaint immediately if you have contacted us by live chat. If you have contacted us via email, we will acknowledge your complaint in writing within one business day of receipt.

We’ll provide you with a unique complaint reference number so you can track and monitor your complaint.

We’ll provide you with regular updates on the status of your complaint or you may contact us directly quoting your complaint reference number at any time.

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Mission control is in your hands

Manage your plan, payment method & more.

What is it	How much	Do I have any other options
Voicemail	Calls to voicemail are FREE	Go for gold. And with unlimited talk and text on our plans, you can carry on connecting without worry.
MMS PXT	10 free MMS/PXT per month to NZ mobiles then no more can be sent.	If you are a serial PXTer you are better to send your messages via a messaging app like WhatsApp or Messenger instead, using your unlimited data.
International calls & texts	$10 for 250 calling minutes and 50 SMS messages to use within 30 days with our International Add-on	You can also use an app like WhatsApp or Messenger to contact friends overseas while connected to WiFi or mobile data. If you're on Pay Monthly, if you call or SMS overseas outside of the International Add-on, you'll be charged per minute or per SMS at rates specific to that location.
Roaming	For just $8 a day ($9 from 1 Nov 2024) you can use your NZ non-stop data, minutes and SMS in our Daily Roaming destinations.	Our Daily Roaming Add-on is a pretty choice option. Otherwise you can stay connected via WiFi or a local SIM when you're travelling.
Premium rate numbers	Calls/SMS messages to premium rate numbers (e.g. reply "yes" messages that are subject to additional charges) aren't available on our Pay Upfront plans.	To maintain our everyday low prices and remove bill surprises, our Pay Upfront plans don’t allow premium SMS or calls. That might mean for example that you need to call your dentist to confirm that appointment instead of replying by SMS

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