Join the IFSO Scheme

The IFSO Scheme resolves complaints about insurance and financial services. Our service is independent, fair and free for consumers. Our Participants include insurers, superannuation and KiwiSaver providers, credit providers, finance companies, and Financial Advice Providers.

Join the IFSO Scheme

We would be delighted to discuss Participant options with you. Contact our Participant team by email membership@ifso.nz or call us 0800 888 202 or fill out the form below. 
 

Application Form
 

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The IFSO Scheme Participant Services

  • Dispute resolution services
  • First contact service to help resolve customer issues early
  • Training and professional development webinars and events
  • Toolkits, templates and other resources to help you with compliance
  • Industry data and insights to help you monitor your performance, understand complaint causes and common issues
  • Summarised case studies of all IFSO Scheme complaints since 2000
  • Regular Participant newsletters with current news, resources and legislative changes

Webinars and Professional Development

The IFSO Scheme offers Participants professional development webinars, events and guidance throughout the year. The key focus is improved conduct and better customer outcomes. In these webinars we provide insights to prevent future complaints.

Below are two examples of our instructional webinars that can be accessed in our Participant's area.

Conversations: Effective Apologies
Apologies can be incredibly effective to resolve a complaint. We cover best practice in apologies, and what to do and what not to say
Code of Conduct for Financial Services: Treat clients fairly
Practical application of the new Professional Code - and what it means to treat clients fairly.

Massey University short course in Complaint Response and Management

The IFSO Scheme has collaborated with Massey University to curate our case study and complaint resources into an accessible micro-credit for our Participants and those studying for a career New Zealand financial services.  Over 150 learners have progressed through the short course. In the words of Tanya who has now completed the course:

“I had a complaint since finishing the Massey short course in Complaint Response and Management and applied the dialogic conversation approach, discovering the underlying reason behind their stress and upset. Thanks to the course techniques I’m feeling much more confident in what I am doing now.”  Tanya Gilchrist CFPCM Financial Adviser, DecisionMakers Tauranga

Click her for course information and enrolment.

Participant Fees

Our priority is to provide a cost-effective complaint resolution service, which offers support, guidance, and professional development resources.
 

The IFSO Scheme is free for your customers

All Participants pay an annual levy fee

When the IFSO Scheme accepts a complaint for consideration, there is a fixed complaint fee of $2,000 + GST.

Please email Andrew Gunn, Strategic Partnerships Manager or call 0800 888 202 to discuss.

Participant Obligations to their Customers

Participants of the IFSO Scheme have obligations to their clients and customers. Privacy Policy.

Follow us on LinkedIn

Follow the IFSO Scheme on LinkedIn for updates, news and industry insights.

Already a Participant of the IFSO Scheme? Click on the icon below to access resources, toolkits, templates and videos.

Participant Area Login

Access the complaint database, resources, toolkits, webinars and news in the Participant Portal

Find a Participant

Search our database for IFSO Scheme Participants: insurers and other financial service providers