Raising concerns about our service

Have a query or complaint?

While we always try to get it right sometimes this is may not be the case. If you have questions or a complaint about the service you have received, you can contact us. We will look into your concerns and respond to you. If the service you received was from a provider other than us that comprised part of your itinerary then you need to direct your complaint to them in the first instance, but please also please keep us informed that you’re making a complaint to them. We take customer complaints seriously.

What should I do first?

As a first step, contact the staff member you have been dealing with and explain your concerns. That might be the person that’s just provided you with the service or the staff member who handled your itinerary. That staff member will try to resolve the matter straight away. If they can’t, they may refer your concerns to our complaints manager to consider. You can also contact our complaints manger yourself.

What do I do if I have a question?

If you have a query, you can contact us and we will discuss this with you. You can write to us with the details of your complaint, email, or contact our complaints manager to discuss your concerns. Contact us:

  • By post: Shebikeshebikes, Box 101, Omakau, 9376
  • By web form: please fill out the form below and we will contact you
  • By phone: +64 21 0724572

Please also provide a short, clear description of the reasons for your complaint together with any relevant supporting documents.

Next steps

If you have sent us a complaint and given us an email address, we will send you an email confirming we have received your complaint. Otherwise we will write to you acknowledging your complaint. We will look into your complaint and contact you to work through the issue. You should expect a response from us within 1 – 3 weeks. If we need to take longer because, for example, we need to get additional information or it is a detailed matter, we will let you know.

What should I do if I am not satisfied with the outcome of the complaint?

Should you not be satisfied with the outcome of your complaint then please let us know. In this instance we will seek a mediation with an independent mediator to try and resolve the matter. At every step you are of course covered by your rights as a consumer under New Zealand law.

Lodge a complaint

Please provide your contact details below and we will respond to you to collect further details and initiate a complaint process

Customer complaints
The name of the group that your itinerary was booked under (if you're part of a large group then your booking would be under the name of the group leader)
Please tell us the details of your complaint so that we can initiate our complaints process