Making a complaint about a KiwiSaver scheme or scheme provider

If you have a complaint about something that your KiwiSaver scheme provider has done or hasn't done, we explain here about what to do and who you can talk to.

If you have a complaint about your KiwiSaver scheme provider, the service they have provided or the advice you have received from your provider regarding KiwiSaver or your scheme membership - follow the flow chart below to work out how to make a complaint.

If you are unsure about the seriousness of your issue, or making a complaint, please call us and we will talk you through the complaints process

KiwiSaver member

Contact your scheme provider to discuss the issue.

 

  If the matter is unresolved ...

Scheme building
 
KiwiSaver member

Find out about your KiwiSaver scheme provider’s formal complaints process.

This will be explained in your scheme's product disclosure statement and on your provider's website, or call them for the details.

Scheme building
 
KiwiSaver member

Lodge a formal complaint with your KiwiSaver scheme provider.

 

    If the matter is unresolved ...

Scheme building
 
KiwiSaver member

Lodge a formal complaint with the trustees of your KiwiSaver scheme.

Information about your scheme's trustees is contained in your scheme product disclosure statement and on your scheme provider's website.

 

      If the matter is unresolved ...

Trustees
 
KiwiSaver member

You can refer your complaint to your KiwiSaver Scheme's external independent Disputes Resolution Service.

Information about your scheme's Disputes Resolution Service is contained in your scheme product disclosure statement and on your scheme provider's website. There is no cost to you to use this service but you must have contacted your KiwiSaver scheme provider and gone through the above steps first.

For general information on financial services dispute resolution, go to the Ministry of Consumer Affair's website.

Beehive
 
KiwiSaver member

The Financial Markets Authority (FMA) is interested in any complaints about the way KiwiSaver schemes are sold (e.g. 'door-to-door' selling or misleading information) and may investigate concerns about mis-management.

To report your concern or complaint visit the 'contact us' section of the FMA's website.

Beehive