Please be assured ASG treats all complaints seriously. We are committed to responding to your concerns impartially and in confidence, to our mutual satisfaction.
How to make a complaint
Online
Please complete all required fields in the Online complaint form
Phone
09 366 7670
How long will it take to get a response?
We make every effort to respond to your complaint as quickly and efficiently as possible. Depending on the nature of the complaint, we will respond within 21 business days.
ASG must respond to complaints relating to membership or products and services within 45 days.
What is the process?
ASG has an internal complaints resolution process to ensure concerns are resolved as effectively as possible and with minimum inconvenience to all parties.
Over the next 21 days, we review your complaint and may need to contact you if we need any clarification. This may be done by phone or email, depending on which option you elected. Once we have completed the review we will contact you again, if required.
What if you are not happy with the outcome?
If we are unable to resolve your complaint to your satisfaction you may also be able to take your concerns to the external dispute resolution body, the Financial Dispute Resolution Service (FDRS).
FDRS provides assistance to consumers in resolving disputes with their financial service provider.
You can contact FDRS on 0508 337 337 (free call in NZ) or +64 4 910 9952 (outside New Zealand), or by writing to the Financial Dispute Resolution Service, Freepost 231075 PO Box 2272, Wellington 6145, or online at www.fdr.org.nz.
Complaints about privacy
Where you are not satisfied with our response to a privacy complaint, can be referred to the Office of the Privacy Commissioner by calling 0800 803 909 or by writing to the Office of the Privacy Commissioner, PO Box 10-094, The Terrace, Wellington 6143, or online at www.privacy.org.nz.