Complaint Response and Management

Build the technical and soft skills required to improve customer outcomes in complaint response and management in the financial services sector.

Key facts

Start date: Any time

Cost: $690 + GST per person

IFSO Scheme participants: $490 + GST per person (save $200 per person)

IFSO Scheme participants (6 to 10 registrations, 10% discount): $441 + GST per person

IFSO Scheme participants (11+ registrations, 20% discount): $392 + GST per person

Duration: Six months

Delivery mode: Online

Time commitment: 50 hours


We're collaborating with the Insurance & Financial Services Ombudsman (IFSO) Scheme to curate case studies and complaint resources into an accessible micro-credit for IFSO Participants and those studying for a career in financial services. This collaboration is a New Zealand first.

ISFO Participants face challenges to upskill their teams to meet the legislative, regulatory and Code reforms 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). This short course is a timely and relevant resource.

Who this course is for

The four core modules are suitable for all roles in financial services, both consumer-facing and management roles and those seeking a career in New Zealand financial services.

Suitability for elective modules is as follows:

  • Elective 1: Compliance, risk, claims and management personnel – all financial service sectors
  • Elective 2: Financial Advisers engaged by FAPs, FAP compliance and claims teams
  • Elective 3: General Insurance Financial Advisers, compliance and claims teams in General Insurance FAPs
  • Elective 4: Personal Risk Financial Advisers, compliance and claims teams in Personal Insurance
  • Elective 5: Finance officers and employees in consumer credit and lending

Why take this course

  • Build technical and soft skills for difficult conversations with your customers.
  • Develop skills in complaint response and management.
  • Five tailored electives for compliance, Financial Adviser/Nominated Reps, General Insurance, Personal Risk and Lending teams.
  • Achieve 50 hours of continuing professional development.
  • Online learning is ideal for busy complaint, claim and compliance teams.

What you'll get

Successful participants will receive a Massey University Certificate of Achievement and 5 credits added to their academic record at Massey.

This short course provides learning and assessment equivalent to stage 1 university learning and NZQA level 5 vocational training.

Continuing Professional Development (CPD) hours will apply for each core and elective module. The assessed learning hours for the full course is 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.

Course content and structure

This course consists of four core modules and two elective courses. Each module has multi-choice questions. You must complete these questions successfully before moving to the next module.

After completing the core modules, you must complete two elective courses to achieve the qualification.

Core modules

Complaint Response

  • Module 1: Early complaint resolution and three-step process
  • Module 2: Conversation skills for complaint resolution
  • Module 3: Conversations with customers in vulnerable circumstances

Complaint Management

  • Module 4: Recording keeping, complaint review, trends and insights, confidentiality and complaint remediation, dishonesty, false statements and fraud

Elective modules

Compliant compliance

  • Elective 1: How to build a best-practice complaint process

Complaint issues - specific to financial services sectors

  • Elective 2: Complaints issues and Advisers, the Code of Conduct Professional Code for Financial Advice Services, disclosures regarding your DRS.
  • Elective 3: Complaint issues in General Insurance and the Fair Insurance Code
  • Elective 4: Complaint issues in Health & Life Insurance
  • Elective 5: Complaint issues in Credit Contracts and Consumer Finance and the Responsible Lending Code.

Course contacts

Dr Pushpa Wood

Director, New Zealand Fin-Ed Centre

Andrew Gunn

Strategic Partnerships Manager, IFSO Scheme