How do I lodge a complaint in Australia?
To provide us with feedback or to make a complaint please:
1. Speak to our Client Services Team (1300 134 214 between 9am – 5pm AEDT, Monday to Friday) or
2. Send your feedback by email to clientresolution@maiafinancial.com.au,
3. Or by mail to Complaints Officer, PO Box R1854 Royal Exchange NSW 1225.
How do I lodge a complaint in New Zealand?
To provide us with feedback or to make a complaint please:
1. Speak to our Client Services Team (0800 472 633 between 9am – 5pm NZDT, Monday to Friday) or
2. Send your feedback by email to clientresolution@maiafinancial.co.nz,
3. Or by mail to Complaints Officer, PO Box 1535 Shortland Street Auckland 1010.
4. You can refer your complaint to the Insurance & Financial Services Ombudsman Scheme Inc. if it has not been resolved after going through our complaints process. This is a free, dependent dispute resolution scheme. See www.ifso.nz or call 0800 888 202 for information on the IFSO Scheme.
Resolving your complaint
Once you’ve lodged a complaint, we will try to resolve your complaint quickly. Our Complaints
Officer will investigate all complaints in good faith, diligently and impartially, obtaining additional information from you as necessary. We will keep you informed on how the resolution is progressed toward your expected outcome.