New course to improve complaint resolution

Until now, there has been limited formal training available in complaint response for providers of insurance and financial services. That’s set to change with a new course launched by Te Kunenga ki Pūrehuroa Massey University’s Financial Education and Research (Fin-Ed) Centre, with content from the Insurance and Financial Services Ombudsman (IFSO) scheme.

The Complaint Response and Management course has been curated using case studies and complaint resources from the IFSO. The short course is suitable for all roles in financial services, consumer-facing and management, and those seeking a career in New Zealand financial services.

IFSO strategic partnerships manager Andrew Gunn says while the course is not compulsory, financial institutions such as banks and insurance companies are required, under the CoFI Act, to implement fair conduct programmes by 2025.

“The IFSO scheme sought a collaboration project with Massey University to make available a 5-credit short course, at level 5 equivalent, to meet the skills needed in complaint response and management.