Online Resources for Participants

Online Resources for Participants

IFSO Scheme Resources Typical Roles in Financial Service Providers
Name of Resource Function of Resource Access Permission CEO / Board Legal Conduct & Care Complaint Teams Compliance Teams L & D Admin Financial Advisers
Cases, data and insights Participant portal - complaints Submit and view complaint information, complaint outcomes and IFSO insights Limited: primary & secondary contacts only X X
Participant portal - FSP details Update membership details, contacts, addresses, including Adviser names by FAPs Limited: membership contact only X X
Case study database Summarised case studies since 2000 Participant login X X X X
Industry dashboards Data and insights to monitor your performance and root issues of complaints Participant login X X X X X X
Events and courses Events Live events online and in person such as conferences and workshops Register online X X X X X X
Monthly "Coffee Time" webinars 30 minute IFSO Scheme webinars on monthly topics of interest, by sector Register online for free X X X X X X
Massey University short course Discounted, online short course in Complaint Response and Management Register and payment gate X X X X
Toolkits Template library toolkit Templates for complaint policies, registers, procedures and customer comms Participant login X X X X
Complaint response toolkit Best practice complaint process map, policy and responses with 1 minute videos Participant login X X X X
Interactive complaints process toolkit Step-by-step guide to effective complaints process Participant login X X X
Vulnerability and threats of harm toolkit Resources to help you respond to customers in vulnerable circumstances Participant login X X X X
Build-a-complaint-process toolkit Test and build a complaint process to international best practice standards Participant login X X X X
Self-assessment tools Use these tools to test your current website disclosures and complaint processes Participant login X X X X
Conversations toolkit Webinars on having difficult customer conversations and effective apologies Participant login X X X X
General Insurance toolkit Webinars with cases on general insurance issues in complaints Participant login X X X X
Health & Life Insurance toolkit Webinars with cases on health and life insurance issues in complaints Participant login X X X X
Lenders toolkit Webinars and cases on consumer credit issues and complaints Participant login X X X X
FAP and Adviser toolkit Training webinars with cases on Financial Adviser issues and Code of Conduct Participant login X X X X
Newsletters Monthly newsletters Updates from the IFSO, upcoming events, case-studies, notices and consultation Opt in X X X X X X X X
Monthly case spotlights Tailored recent cases of interest by sector Opt in X X X X X

Publicly Accessible IFSO Scheme documents

The following IFSO Scheme publications are publicly accessible from the bottom navigation links on the Homepage.

Name of Resource Function of Resource Access Permission CEO / Board Legal Conduct & Care Complaint Teams Compliance Teams L & D Admin Financial Advisers
Constitution and Terms of Reference The Terms of Reference set out the criteria we must use if we make a decision about a complaint. Publicly accessible X X X X X X
Fair and Reasonable Conduct This guide provides an understanding of how the IFSO Scheme applies our fair and reasonable jurisdiction. X X X X X
Service Charter Sets out our expectations about how complainants will engage with us during our complaint resolution process. X X X X X
Privacy Policy How the IFSO Scheme manages, collects, uses, and shares personal information. X X X X X X
Public Information Sheets Quick guides to common complaint issues with consumer tips and case examples. X X X X X