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Mr Rental's Complaint Procedure


If you have a complaint about your contract or your dealings with us, you should contact us to see if your complaint can be resolved simply and quickly.

How do I lodge a complaint?

You can provide us with details of your complaint in any of the following ways:

  • In person: by visiting the Mr Rental’s store where the goods were rented;
  • By telephone: 0800 111 313
  • By facsimile: (09) 579 8123
  • By email: complaints@mrrental.co.nz
  • By letter to: 
    Customer Feedback
    Mr Rental
    2/11-17 Church Street
    Queenstown, 9300

When contacting us, please advise if you require an interpreter or have any special needs.

Initial Resolution

We will endeavour to resolve your complaint by the end of the business day after the complaint is received.
 

What happens if my complaint is not resolved?

If your complaint is not resolved by the end of the business day after it is received then the complaint will be referred to the Mr Rental National Support Office for review and determination by the Business Coach or the Systems and Compliance Manager.

When will I receive the details of the outcome of my complaint?

Complaints will be addressed within 14 days of receipt by Mr Rental or where the complaint involves a default notice within 7 days.

We will notify you in writing both at the time the complaint is referred and once a determination of the complaint has been made.  Where either financial or non-financial redress is offered shall be disclosed in the determination letter.

Mr Rental aims to settle all complaints fairly and promptly. Should your complaint could not be resolved in your favour, you will be provided with details of the basis upon which Mr Rental came to its decision and your rights regarding the decision.

Rental Terms

Free Delivery applies to hires over 8 weeks. Cancel anytime with one payment period's notice.

Anytime upgrades may be subject to credit approval and availability.  May require a new hire contract and price change.

Any faulty product will either be repaired or replaced.

A sanitisation fee applies to mattress hires. 

(Full T&Cs)

Product provided by Mr Rental Group NZ Ltd. Pictured products are for display purposes only. Products available at participating stores while stocks last. Brands and models may vary. Accessories are for illustration purposes and not included.