I agree with Stuart Crawford above. Some of the reception staff genuinely seem to want to help with queries but lately for some reason from 2023 to April 2024 as I write this, their communication skills have become poor especially if you direct dial an extension or mobile phone. Namely lack of expedient replies to txt messages, emails, etc. Or else they won't pick up their mobile phone calls. It's disconcerting that apparently they don't like to employ suitable levels of clerical staff, considering how many customers they must have in a captured market bound by government legislation. There seems to be no complaints procedure link on their website at all, even if you check the site-map. It's as if they just thumb their collective nose at the thought of anyone daring to complain, or want to improve service levels for others. Unfortunately the NZ Herald Article that Stuart is referring to is not easy to find with a regular search engine, or in the search built into the Heralds website. The directors of BCA need to think about the concept of peer group recommendations to others, and how fast a bad corporate reputation spreads in the internet age, and sort their communications out !