Frequently asked questions

You can contact the Citro Support team via our website chat widget (bottom right corner) at Joincitro.co.nz . Alternatively, our support team is available via email Support@joincitro.com.au, or phone 1300 869 596. Our support operating hours are Monday to Friday 9am to 5pm [AEDT].

We strive to put the customer at the heart of everything we do, but sometimes you might feel we are wrong. We intend to remedy any possible mistakes on our end. You can submit a complaint by sending it to our email address at Support@joincitro.com.au

‍Here's the information we need when you submit a complaint via email:
‍- your name and surname
- the phone number and email address associated with your account an explanation of the issue
- the date when the problem started
- your preferred resolution for the issue

‍What happens next?
‍Once we receive your complaint we will send you a written acknowledgement within 24 hours that includes an estimated response time. The resolution time to resolve a complaint may differ depending on the company providing the product or service and the nature of the complaint. However, we will endeavour to resolve your complaint within 5 business days. Further information can be found in our PDS, FSG and T&C documents at www.joincitro.com.au.

We set a high bar for the experience we enable for our members. As such, we always value any member feedback as we continue to make things better. You can report bugs, issues and suggestions by emailing our customer support team at Support@joincitro.com.au
‍We thank you for your contribution in helping Citro make your best years better!

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