Dispute Resolution Policy
Objective
To provide customers with a clear, fair, and efficient process for resolving complaints and disputes, demonstrating our commitment to high-quality service and customer satisfaction.
Policy Statement
Terepay Neophile Limited ("Terepay") is committed to addressing all customer complaints promptly, fairly, and transparently. We view complaints as an opportunity for improvement and an important part of our customer feedback process.
Definition of a Complaint
A complaint is "an expression of dissatisfaction made to Terepay or to a person engaged by Terepay, relating to our financial advice service (including any regulated financial advice given to a retail customer by Terepay or on Terepay's behalf), or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. A complaint includes a complaint about a failure to provide a service or give advice".
Our Commitment
We will:
- Resolve complaints as soon as possible
- Treat complaints with priority and provide timely responses
- See things from the customer's perspective
- Be fair and act with integrity
- Take a genuine, fresh look at the issues raised and not be defensive
- Acknowledge our mistakes and rectify them where possible
- Manage complaints under this policy and our defined processes
- Train our staff to apply this policy and our complaint resolution processes effectively
Complaint Submission
Customers can submit complaints through the following channels:
- Phone: +64 9 886 7158
- Email: info@terepay.com
- In person at our office: [Terepay's Office Address]
- Via our website: [Terepay's Website]
Dispute Resolution Process
Step 1 - Initial Resolution
- The staff member receiving the complaint will attempt to resolve it immediately if possible.
- If immediate resolution is not possible, the complaint will be logged in our complaints register and escalated to Step 2.
Step 2 - Internal Review
- We will acknowledge receipt of the complaint in writing within 2 business days.
- [Named Person 1] will investigate the complaint, obtaining any relevant information required.
- We will provide a written response to the customer with our decision within 10 business days.
- If the customer provides new information, we will conduct a further review.
Step 3 - Final Internal Review
- If the customer is not satisfied with the Step 2 response, [Named Person 2] will conduct a final review.
- If our position remains unchanged, we will issue a "Notice of Deadlock" to the customer.
Step 4 - External Dispute Resolution
- If the complaint remains unresolved after our internal process, the customer can refer their complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme).
- We will provide the customer with the IFSO Scheme's contact details.
External Dispute Resolution Scheme
Terepay is a participant of the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). Customers can contact the IFSO Scheme at:
Email: info@ifso.nz Website: www.ifso.nz Freephone: 0800 888 202 Address: PO Box 10-845, Wellington 6143, New Zealand
Customers must refer their complaint to the IFSO Scheme within 3 months of receiving our Notice of Deadlock.
Record Keeping
All complaints will be recorded in our complaints register, including details of the customer, the nature of the complaint, and the actions taken to resolve it. This register will be regularly reviewed to identify any trends or areas for improvement in our services.
Staff Training
All staff will receive regular training on this Dispute Resolution Policy and our complaint-handling procedures to ensure consistent and effective implementation.
Policy Review
This policy will be reviewed annually to ensure it remains effective and compliant with relevant regulations.
Contact Information
For any queries regarding this Dispute Resolution Policy, please contact:
Terepay Customer Service Phone: +64 9 886 7158 Email: info@terepay.com
By implementing this Dispute Resolution Policy, Terepay aims to maintain high standards of customer service and to resolve any issues fairly and efficiently.
Terepay Neophile Feedback/Complaint form.
I/We would like the opportunity to resolve your complaint. Please complete the form below to help us understand what the problem is and how you would like to resolve it.
Your Details
Full name(s):
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Full name(s):
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Address:
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Post Code: |
What is the best way to contact you? | Phone □ Daytime number: Mobile: Email □ Email: |
When is the best time(s) to contact you? |
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Your Complaint
When did it occur?
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Who was involved?
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Please state what happened? (Please provide us with any additional information or copies of documents you think are relevant)
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How would you like the matter to be resolved?
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Signature: Date:
Name
Signature: Date:
Name (if more than one person is our customer)
File note
FILENOTE | Customer Name / Reference |
Date / time
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Location
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Present
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File note date/ author
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NOTES | |
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Complaint acknowledgment letter or email
Dear [customer]
I received your complaint of [date]. As we discussed by telephone/at our meeting, your complaint is about [give short summary of complaint].
As we discussed, I am making some enquiries into this matter and will be back in touch with you by [date].
In the meantime, if you would like to discuss this further, please feel free to contact me on [contact details].
Yours sincerely,
Name of contact person
[Participant name]
Complaints Review Checklist
Customer: ________________________________________
Date complaint received: ___________________________
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1 | Call to customer to confirm issues Yes □ Date |
2 | Complaint acknowledged Yes □ Date |
3 | Complaints process and timescales discussed with customer Yes □ |
4 | What happened? (timeline)
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5 | Who tried to resolve it?
When?
How did I/ they try to resolve it?
This may have to be repeated several times if handled by more than one person |
6 | What are the issues for the customer?
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Complaints Review Checklist
7 | Is more information required? Yes □ No □ If yes, what?
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8 | If you were the customer, how would you like it resolved?
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9 | In your written response to the customer have you: a) Addressed all the customer’s issues? Yes □ b) Referred back to the contract or statement of advice? Yes □ c) Referred to evidence for your conclusions? Yes □ d) Are all details correct and double checked? Yes □ e) Left it for a day or asked someone else to review it before sending? Yes □ |
10 | Are you happy with your position on the basis of: a) Your contract with the customer? Yes □ b) As a reflection of your business culture? Yes □ |
11 | Complaint accepted Yes □ No □
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12 | Letter with outcome of the complaint review sent Yes □ Date
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13 | Does the complaint indicate any internal changes are required? Yes □ No □ If yes, what are these?
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Final Review and Decision / Notice of Deadlock Checklist
Customer: _________________________________________________
Date letter challenging review decision received: ____________________
1 | Any new information/issues that you need to look into? Yes □ No □
If yes, then go through review checklist again with new information.
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Are you happy with your position on the basis of: a) Your contract with the customer? Yes □ b) As a reflection of your business culture? Yes □ |
| Notice of Deadlock sent? Yes □ Date
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4 | Does the complaint indicate any internal changes are required? Yes □ No □ If yes, what are these?
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