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' and consumers’ concerns as speedily and efficiently as possible. Despite our best endeavours, the Society realises that complaints will occur from time to time and, to this end, we have put 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 query may be there and many concerns are answered by reference to the documentation. Alternatively, you may wish to contact the Society’s Member Services Department whose staff 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.

However, the Society must respond to your complaint within 45 days. Depending on the nature of the complaint we may advise you that it requires up to 90 days, however we are obliged to obtain your agreement to this extension of time.

If you are dissatisfied with the Society’s response, you may wish to refer that matter to an independent party and the Society’s Statutory Supervisor, Prince & Partners Trustee Company Limited has been retained for this process. The Supervisor cannot hear your complaint unless the complaint has first been dealt with through ASG’s Internal Complaints resolution process.

Prince & Partners Trustee Company Limited can be contacted at:

Level 9, Custom House
50 Anzac Avenue
Auckland, New Zealand
Phone: (09) 379 5324  Fax: (09) 307 0778

Complaints About Privacy:

If you have a complaint concerning a privacy issue, the Society will also deal with this through its Internal Complaint handling process. However, if you are not satisfied with ASG’s response, such complaints cannot be dealt with externally as above.

In the case of unresolved privacy complaints these should be directed to the Office of the Privacy Commissioner at:

Auckland Office
PO Box 466
Auckland, New Zealand
Phone: (09) 302 8680  Fax: (09) 302 2305

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

Website: www.privacy.org.nz

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