TerePay's Complaint Process: What You Need to Know

Dear Valued Client,

At Terepay, we strive to provide the highest quality service. However, we understand that sometimes things might not meet your expectations. If you have a complaint or encounter a problem, we want to address it promptly and fairly. Here's how our complaint process works:

Step 1: Let's Sort It Out

If you have a concern, start by discussing it with the person you've been dealing with. Many issues can be resolved quickly at this stage. You can:

  • Call us at +64 9 886 7158
  • Email us at info@terepay.com
  • Visit our office

Step 2: Internal Review

If your complaint isn't resolved in Step 1, or you're not satisfied with the outcome:

  1. Contact our [named senior staff member] at [contact details].
  2. Alternatively, you can fill out our Complaint / Feedback Form detailing your concerns.
  3. We'll investigate your complaint thoroughly and provide a written response.

Step 3: Final Review

If you're still not satisfied after Step 2:

  1. Your complaint will be escalated to [Named Person 2] for a final review.
  2. They will take a fresh look at your complaint and our previous responses.
  3. We'll provide you with our final decision in writing.

External Resolution: IFSO Scheme

If your complaint remains unresolved after our internal process:

  1. We'll issue a "Notice of Deadlock", indicating we've reached the end of our internal process.
  2. You can then take your complaint to the Insurance & Financial Services Ombudsman (IFSO) Scheme.
  3. The IFSO Scheme is a free, independent dispute resolution service.
  4. You have 3 months from receiving our Notice of Deadlock to contact the IFSO Scheme.

IFSO Scheme contact details:

  • Email: info@ifso.nz
  • Website: www.ifso.nz
  • Freephone: 0800 888 202
  • Address: P O Box 10-845, Wellington 6143, New Zealand

Our Commitment to You

Throughout this process, we promise to:

  • Treat your complaint seriously and with priority
  • Communicate clearly and promptly
  • Be fair and act with integrity
  • Learn from your feedback to improve our services

Remember, you can submit a complaint or provide feedback at any time. Your input helps us serve you better.

If you have any questions about this process, please don't hesitate to ask. We're here to help.

Sincerely, The Terepay Team

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