Massey University Short Course in Complaint Response and Management

This short course will be available through Massey University from 22 March, 2023. Information on this course is subject to change.

Welcome to this New Zealand first. The IFSO Scheme is collaborating with Massey University to curate our case study and complaint resources into an accessible, micro-credit for our Participants and those studying for a career New Zealand financial services.

Our Participants face challenges to upskill their teams to meet the legislative, regulatory and Code reforms being implemented under the Conduct of Financial Institutions legislation (CoFI), the Financial Markets Conduct Act, the Financial Services Legislation Amendment Act (FSLAA) and the Credit Contracts and Consumer Finance Act (CCCFA).

We hope this Massey University short course will be a timely and relevant resource for all our Participants. We appreciate any feedback from your teams in training and development, Culture and Conduct, complaint, claims and compliance teams, Nominated Representatives and Financial Advisers. Please provide us feedback using the expression of interest link (no obligation).

If you have any feedback or enquiry about the content or pricing of this course, contact me on 021 68 43 55 or email me


Andrew Gunn, Strategic Partnerships Manager, IFSO Scheme.

  • 5-credit Massey University short course qualification, with a University Certificate of Achievement.
  • Affordable, relevant, and up to date professional development.
  • Online learning, suitable for busy complaint, claim and compliance teams.
  • Build technical and soft skills for difficult conversations with your customers.
  • Four core modules to develop skills in complaint response and management.
  • Five tailored electives for compliance, Financial Adviser/Nominated Reps, General Insurance, Personal Risk and Lending teams.
  • Verified record of up to 50 hours Continuing Professional Development (CPD hours)
  • Affordable training - with introductory offer, volume and IFSO Scheme Participant discounts.

This short course will be available online, Massey University from 22 March, 2023. Information on this webpage is subject to change.

Enquiries and register your interest (if you wish to register for this course do so below).

Download a flyer on the short course.

Massey University, with content from the IFSO Scheme, are providing a practical, level 5, short course for financial services sector looking to evidence their commitment to better customer outcomes in complaint response and management under the Conduct of Financial Institutions Act (CoFI), Financial Markets Conduct Act (FMC) and Credit Contracts and Consumer Finance Act (CCCFA) obligations.

This specialised short course will assist those building technical and soft skills in their current role in financial services, and those seeking to further their career in the sector such as support staff and students in financial services.

Click here for expressions of interest.

Core Modules Structure Estimated Hours Learning Core Module Description Core Module are suitable for
Core Modules

(all core modules are mandatory)
Complaint Response Module 1 8 hours Early complaint resolution and three-step process All roles in financial services, both consumer facing and management roles and, those seeking a career in New Zealand financial services.

e.g. roles such as Financial Adviser, Lending, Insurer and FAP compliance & risk roles, Culture and Conduct teams, claims teams, risk teams and lending officers.
Module 2 10 hours Conversation skills for complaint resolution
Module 3 10 hours Conversations with customers in vulnerable circumstances
Complaint Management Module 4 10 hours Recording keeping, complaint review, trends and insights, confidentiality and complaint remediation, dishonesty, false statements and fraud
Core Learning Hours 38 hours
Plus TWO Electives (see below) 12 hours Electives as selected (see below)
Total Course Learning Hours 50 hours
  • There are 4 core modules in the Massey University short course in Complaint Response and Management.
  • Each module has multi-choice questions to be successfully completed before progressing to the next module.
  • After completing the four Core Modules below, TWO course electives can be selected to achieve the qualification.

Electives Structure Estimated Hours Learning Elective Module Description Suitable for
Elective Modules

(TWO required)
Complaint compliance Elective 1 6 hours How to build a best-practice
complaint process
Compliance, risk, claims and management personnel - all financial service sectors
Complaint Issues -

specific to financial services sectors
Elective 2 6 hours Complaints issues and Advisers, the Code of Conduct Professional Code for Financial Advice Services, disclosures regarding your DRS. Financial Advisers engaged by FAPs, FAP compliance and claims teams
Elective 3 6 hours Complaint issues in General Insurance and the Fair Insurance Code General Insurance Financial Advisers, compliance and claims teams in General Insurance FAPs
Elective 4 6 hours Complaint issues in Health & Life Insurance Personal Risk Financial Advisers, compliance and claims teams in Personal Insurance
Elective 5 6 hours Complaint issues in Credit Contracts and Consumer Finance and the Responsible Lending Code Finance officers and employees in consumer credit and lending
  • TWO electives must be successfully completed to achieve the short course qualification.
  • There are 5 elective choices in the Massey University short course in Complaint Response and Management, as detailed above.

To register your team's interest, or provide us feedback on this Massey University short course - just Click here for expressions of interest.

Pricing of this short course is indicative and subject to change by notification to IFSO Scheme Participants when the course is launched in March 2023.

Short Course Pricing - Introductory Offer (first 90 days) Price ex GST per person
Introductory Offer (Save $200 pp) - Retail $ 490.00
Participants of the IFSO Scheme* $ 390.00
Volume Discount for IFSO Scheme Participants (6-10 registrations get 10% off)** $ 351.00
Volume Discount for IFSO Scheme Participants (11+ registrations get 20% off)** $ 312.00


  • * IFSO Scheme Participants need to provide their IFSO Scheme membership number to Massey University to enjoy this discount.
  • ** Volume discounts will be provided only if all registrations are invoiced to one IFSO Scheme Participant for payment.
Short Course - Normal Pricing after Introductory Offer Price ex GST per person
General Retail $ 690.00
Participants of the IFSO Scheme (Save $200 pp)* $ 490.00
Volume Discount for IFSO Scheme Participants (6-10 registrations get 10% off)** $ 441.00
Volume Discount for IFSO Scheme Participants (11+ registrations get 20% off)** $ 392.00

Purpose of the parties

The parties are collaborating to build for the New Zealand Financial Services sector and, those aspiring to join this sector, by providing 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 (microcredit) qualification of 5 credits, and 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. Massey University will advertise how, or if, the short course credits may be used by students of the university as part of any other qualification.

Certificate of Achievement

To be eligible for the Massey University Certificate of Achievement for this 5 credit short course, the student must successfully complete the four Core Modules and two Electives 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 achievement.

The IFSO Scheme is an Incorporated Society that provides a free, independent, and fair dispute resolution service to the customers of Financial Service Providers that are Participants of the IFSO Scheme. 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.

Course Completion

This microcredit is offered as a complete 5 credit 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.