ASG is committed to striving for excellence with regard to the products and services it provides and we want to ensure that we respond to our Members' concerns as speedily and efficiently as possible. Despite our best endeavours, ASG realises that disputes will occur from time to time and, accordingly, we have in place comprehensive internal and external complaints resolution processes to ensure that complaints are resolved with minimum inconvenience to all parties.
If you feel you have a complaint please read your documentation thoroughly. The answer to your question may be there and many concerns are answered by reference to the documentation. Alternatively, you may wish to contact ASG’s Member Services staff who will be pleased to assist you. When you contact us we will always endeavour to respond to your complaint within 21 business days, if not immediately. ASG must however respond to your complaint within 90 days.
If you are dissatisfied with ASG’s response, you may wish to refer that matter to an independent party, Financial Dispute Resolution (FDR) scheme free of charge. The FDR cannot hear your complaint unless the complaint has first been dealt with through ASG’s internal complaints resolution process.
Free Post 231075 (if posted within NZ)
PO Box 5730
Phone: 0508 337 337 (free call in NZ) or +64 4 910 9952
If you have a complaint concerning a privacy issue, ASG will also deal with this through its internal complaints handling process. However, if you are not satisfied with ASG’s response, privacy complaints should be directed to the Office of the Privacy Commissioner at:
Level 13, WHK Tower
51 – 53 Shortland Street
Phone: (09) 302 8680 Fax: (09) 302 2305
PO Box 10-094
Phone: (04) 474 7590 Fax: (04) 474 7595