Complaint Response and Management course proving popular

Since launching in March this year, the Massey University short course in Complaint Response and Management has proven popular, with 78 people currently enrolled.

The course is offered 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). This partnership came together to fill the gap and provide a qualification solution for training in complaints response, process best practice and management.

There has been a very positive initial response from course attendees, who say they are enjoying the practical and self-paced nature of the course. The monthly support meetings have also been well received.

About 54% of students enrolled are from the insurance sector, 15% from the lending sector, and 15% each from the FAP and superannuation sectors. Although the course is primarily targeted towards the insurance and financial services sector, the core principles behind the course are applicable across many other sectors.

The IFSO Scheme is highly experienced in complaints handling, and the course has been curated using the Scheme’s case studies and complaint resources. 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.

Karen Stevens, the Insurance & Financial Services Ombudsman, says the course provides 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 course can be completed online and started at any time.

Find out more: Complaint Response and Management (