January Client Services & Feedback

January Client Services & Feedback

Suggestions? Comments? Tips?

Please send them all through to us for consideration and our team will add it to our ever-growing knowledge base.

Have a question, “How do I…?” or “Why does this…?” or “Where do I find…?”
The Palace support team are here to answer those questions and any other queries. No matter how big or small the issue may look, we are here to help.

Some of the comments received this past month:


Happy with response and detailed instructions concerning my particular problem. Made it nice and easy! - Cathy


The support team are consistently prompt and helpful. - Lara


As usual I received excellent service and the problem was solved very quickly. They are always eager to help. - Liz

While some issues are resolved with a phone call, a few clicks and with the same support agent, there are times where additional support is required. There may be something that is not a quick fix and in order to rectify an issue, we need to call on the team.
We encourage everyone to always review our service and send feedback so we know how we can assist you better.


More often than not, it takes several communications and several people to get an answer to your query. - Jacky

In Jacky's case, this did take some time to rectify. We had to escalate this to our more senior team. A few calls were made to ensure all the information provided was up to date and correct and shortly afterwards the issue was resolved.


Response Times

The wait time to answering requests has climbed to a high of 87% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well. During the holiday period, we have a small number of support-staff working to ensure that your queries are answered.