Upcoming changes to Customer Service hours

As of November 20th, we’ll be changing the opening hours of our customer service team.

Since launching in January 2019 we’ve offered our customers, and anyone in the process of signing up, access to customer service agents via in-app chat, email and over the phone.

We’ve had a few extremely busy periods – like when we launched, or when our 5% p.a. Fixed Interest Bonds went live – and a couple of times where unexpected issues have affected our service. In all these cases, while we were working hard behind the scenes to fix any issues, we knew it was important to have a person to answer questions, explain what we were doing and how it affected you.

After 10 months of experience, we’ve analysed when our help is most needed and it’s clear that we can help more customers by having more staff available in the middle of the day, particularly around lunchtime.

To do this we are moving some agents’ working hours from first thing in the morning to the lunch-time and afternoon sessions.

This means that we’ll now take calls and live chats from 08:00 to 22:00 (it is still 10:00-16:00 on Saturday & Sunday).

We hope that by having more of the team available during these peak hours, we’ll be able to resolve your queries even faster. You can still call or email outside of these hours and leave us a message, and we’ll look into your request and get back to you as quickly as we can.

Of course, if your issue is not specific to your account, and is maybe a question about Dozens’ features or services, you can always post it here in the community and we would be happy to answer it for you (if we’re not beaten to it by the helpful community!)