Implementing changes to the IFSO Scheme Constitution and Terms of Reference

• Identify internal and external documents that refer to the monetary limits and update.

• Review and update, if required:
  • internal process documents and training materials and
  • templated complaint emails, letters and other documents.

• Implement a process for managing complaints during the transition period and apply the correct rules.

• Check your internal complaint handling service is properly publicised and promoted to your customers.

• Check you are informing customers that the IFSO Scheme is available to provide them with a free complaint resolution service using either or both of your website or your contractual documents. (See templated wording you can use for this below.) Where information about your complaints resolution service and the IFSO Scheme is on your website, ideally it will be accessible from the website homepage and/or complaints webpage.

Suggested website wording

[Name] is a Participant of the Insurance & Financial Services Ombudsman Scheme (the IFSO Scheme). If we are not able to resolve your complaint in our internal complaints process, you can refer your complaint to the IFSO Scheme.

The IFSO Scheme provides a free, independent dispute resolution service to consumers.

You can contact the IFSO Scheme by:

Email: info@ifso.nz

Website: www.ifso.nz or use https://www.ifso.nz/make-a-complaint to make an online complaint.

Freephone: 0800 888 202

Address: PO Box 10-845, Wellington 6143

Download our Complaints Process Template Documents, which includes a template on how to publicise and promote your internal complaints handling process, and services of the IFSO Scheme (pg 4).

Use this word document to edit, add your details and adapt for your business.