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.

 

Financial Dispute Resolution can be contacted at:

Free Post 231075 (if posted within NZ)

PO Box 5730

Wellington 6145
New Zealand

Phone: 0508 337 337 (free call in NZ) or +64 4 910 9952

Website: www.fdr.org.nz

 

Complaints About Privacy:

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:

Auckland Office
Level 13, WHK Tower

51 – 53 Shortland Street
Auckland 1140
New Zealand
Phone: (09) 302 8680  Fax: (09) 302 2305

 

Wellington Office
PO Box 10-094
Wellington 6011
New Zealand
Phone: (04) 474 7590  Fax: (04) 474 7595

Website: www.privacy.org.nz