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 - please email our team on membership@ifso.nz. Please note the IFSO Scheme office is closed from Friday 20 December 2024 to Monday 13 January 2025, and we will respond to your enquiry when we reopen. 

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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.

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.

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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.