Complaint response and management course

The IFSO Scheme has collaborated with Massey University on a new course to improve complaint resolution within insurance and financial services industry

Media release: 17 May 2023

Until now, there has been limited formal training available in complaint response for providers of insurance and financial services. That’s set to change with a new course launched by Te Kunenga ki Pūrehuroa Massey University’s Financial Education and Research (Fin-Ed) Centre, with content from the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme).

The Complaint Response and Management course has been curated using case studies and complaint resources from the IFSO Scheme. The short course is suitable for all roles in financial services, both consumer-facing and management roles, and those seeking a career in New Zealand financial services.

The Insurance & Financial Services Ombudsman, Karen Stevens, says the course provides a timely and relevant solution for those in the industry wanting to upskill.

“With ongoing legislative change for insurance and financial services, there is an increased focus on fair conduct, which means treating customers fairly and looking after those in vulnerable circumstances. This course will provide the formal training necessary to equip those on the front line and in customer care roles, enabling providers to achieve better outcomes for their customers.”

The IFSO Scheme is highly experienced in complaints handling, receiving approximately 3,000 complaints a year about insurance and other financial services. Together with formally investigating and resolving around 300 complaints a year, the Scheme works to help financial service providers improve their internal complaint handling processes. Prevention of complaints through ongoing education in partnership with the IFSO Scheme is just as important as good complaints handling.

Director of the Fin-Ed Centre Dr Pushpa Wood says the course will meet a growing need in the industry.

“People within the profession are often not equipped with the soft skills to deal with complaints, especially the more complex complaints made by from people in vulnerable circumstances.’’

The course can be completed online and started at any time. Together with the four core modules, there are five tailored elective courses for compliance and conduct: Financial Adviser and Nominated Representatives, General Insurance, Personal Risk and Lending teams.

DebtManagers Operations & Compliance Manager Kieran Stott has already enrolled his team in the course.

‘’With many new legislative changes within the finance and insurance industries, it is very important that our team not only know our legal requirements when dealing with customers but can apply them in an empathetic and professional manner in an everyday setting.’’

The early-bird pricing special of $490+GST runs until 30 June 2023. Find out more about the course and enrol here.

Media contacts

Course enquires

Dr Pushpa Wood
Director NZ Fin-Ed Centre
Massey University
021 755 813

IFSO Scheme group enquiries

Andrew Gunn
Strategic Partnerships Manager
021 68 43 55