Purpose of the parties
The parties have collaborated to build for the New Zealand Financial Services sector a short course in the field of; learning and achievement in complaint response and management; complaint process design and best practice; skills to handle complainants; handling common complaint issues in the financial services sectors of insurance, credit and financial advice.
Microcredit Qualification
This is a short course or micro-credential of 5 credits is delivered, assessed and moderated by Massey University under their education terms and conditions. Massey University provides tertiary learning outside the New Zealand Qualification Authority (NZQA) framework. This microcredit short course provides learning and assessment equivalent to stage 1 university learning and NZQA level 5 vocational training. The five (5) microcredits attached to the course can be applied against approved Massey University degree/diploma/certificate courses.
Certificate of Completion
To be eligible for the Massey University Certificate of Completion for this 5 credit short course, the student must successfully complete the four Core Modules, two Electives, reflective journal and case study, and meet all the assessment requirements, as advertised by Massey University.
Continuing Professional Development
Continuing Professional Development (CPD hours) will be awarded for each Core Module and Elective. The assessed learning hours for the full course is a total of 50 CPD hours if; relevant to your role in financial services and, a goal of your annual Professional Development Plan. A record of CPD will be available for completed modules and electives.
Participating parties
Massey University operates the NZ Financial Education and Research (Fin-Ed) Centre, which works to help New Zealanders become more financially astute by improving their knowledge, attitudes, and behaviour towards money. Massey, through the Centre, undertakes research, education and consultancy activities relating to financial management.
Massey University is responsible for the course learning platform, course moderation, assessment development, student correspondence, student pastoral care and complaints, coursework integrity, course pricing, invoicing and marketing, course registration and issuing of qualification records. Both Massey University and IFSO Scheme logos will appear on the issued Certificate of Completion.
The IFSO Scheme provides a free, independent, and fair dispute resolution service to the customers of Financial Service Providers that are Participants of the IFSO Scheme under the FSP (Registration and Dispute Resolution) Act 2008. The IFSO Scheme contributes the short course content, resources and assessment questions.
Intellectual Property
By agreement, the IFSO Scheme retains the resource ownership of the learner resources for each module and elective, provided to Massey University for their microcredit short course.
Assessment
The award of the Certificate of Completion requires successful completion of three assessment tasks. These tasks will provide you with an opportunity to put your learning into practice by using the skills you have developed throughout the course. You must complete these tasks to qualify for the microcredit:
Each module contains a quiz comprising approximately 15-25 multi-choice and True/False questions. You are allowed 2 attempts at each question (except True/False questions). Please note that you will lose 25% of the marks for that question if you make two attempts (you will get full marks if you make only one attempt and get it right). You must complete the quiz and score at least 50% to unlock the next module. All four of the core module quizzes must be completed and passed in order to unlock the elective modules.
- Part 2: Reflective Journal (25%)
A reflective journal helps you to learn and make sense of your learning. The main focus of the journal should be what you have learnt from the course and your thoughts on your learning e.g. revelations to you, whether you thought the concepts were easy or difficult to understand or whether you thought a topic would be useful to your colleagues or clients, etc.
Links to a journal template and an example of a reflective journal are available in the Resources section near the end of the course. Maintain your reflective journal throughout this course and submit it at the end of the course.
Chose from ONE of four case studies (general insurance, risk, advice and lending) and provide the answers to the 9 questions, applying the complaint response and management learning that you have gained from this course. A submission link is provided.
Journal, Case Study and Course Assessment and Moderation
- An assessor will review the reflective journal or case study and provide comments to you. The assessor will provide their recommendation to the course moderator on whether the work meets the standard required for completion of the course.
- The course moderator will conduct a review of the assessor recommendations on the reflective journal and case study, together with the core and elective module grade work. (Note that reflective journals and case studies will not be given a specific grade; they will either meet the standard required or not. Participant submissions that are assessed as not meeting the standard will be asked to resubmit).
- The moderator will make the final decision on whether the submissions and grade work, in its entirety, meets the course standard or not.
Academic Integrity
All student are expected to align with Massey's values of academic integrity, which will help you meet Massey University's standards of honest, careful, ethical and responsible academic work. For further information, access the Academic Integrity Student guide here.
Course Completion
This 5-microcredit is offered as a complete short course. Those enrolled may elect to only complete some of the core modules or, elect not to complete the two required electives however, no discounts are offered students who do not wish to complete the short course. Refunds as subject to the Massey University policy and the IFSO Scheme is not a party to these decisions.
