Complaints Policy

The GBMAHP aims to set high standards in our service to our stakeholders. We aim to deliver those standards all of the time.

However we recognise that there may be times when we don’t get it right, when our service hasn’t reached the standard you expect of if, or there is a problem you think we should address. We take all complaints seriously as they provide us with valuable feedback on how to improve and put measures in place to stop it happening again.

If you have a complaint or concern about your experience with the GBMAHP, you are encouraged to talk with the staff person that is your primary contact, or has the specific knowledge that is needed to resolve the issue. Failing that, complaints may be made by:

  • Using our online complaints form; or
  • Mail to 92 Bay Vista Drive, RD1 Takaka;
  • Email to This email address is being protected from spambots. You need JavaScript enabled to view it.; or
  • Phone to 022 103 6911.

In order for us to be able to respond to your complaint, you must let us know you wish to make a complaint, provide your name and contact information (including valid email and phone number), the date the issue occurred and a description of the issue.

The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by themselves or another GBMAHP employee. The initial acknowledgement to your complaint will occur within 2 business days and a resolution targeted for within 10 business days.

If the complaint is transferred, the recipient must acknowledge to the transferor that the individual has received it and will act on it.

If you complaint is related to a potential breach of New Zealand Law, your complaint will be communicated to Board of Trustees and if necessary, legal advice sought.

For any complaint involving money or that cannot be resolved immediately (on the same day it is received) the GBMAHP staff person assigned to your complaint will document your concern along with the final resolution or decision. All donor complaints will be documented in the donor’s record.

A final decision concerning your complaint will be discussed with you at the end of an investigation into your complaint.

If your complaint is not resolved, or if you are uncomfortable discussing the issue with the relevant staff person, the complaint should be escalated to the Executive Officer This email address is being protected from spambots. You need JavaScript enabled to view it.. If the Executive Officer cannot resolve the complaint, it will be escalated to the Trust Board Chair (This email address is being protected from spambots. You need JavaScript enabled to view it.), who will work with you to resolve the complaint. Every effort should be made to resolve escalated complaints within an additional 10 business days.

For complaints related to credit provided by the GBMAHP, the Trust is a Participant of the Insurance & Financial Services Ombudsman Scheme Inc. (“IFSO Scheme”). The IFSO Scheme has been approved by the Minister of Consumer Affairs to provide an external disputes resolution service for consumers with complaints about their financial service providers. If you do not agree with our final decision concerning your complaint we will have reached "deadlock" and will issue a formal notice. With this notice of “deadlock”, and within 3 months of it being issued, you can take your complaint to the IFSO Scheme and the IFSO Scheme can determine whether or not it has jurisdiction to consider it. The IFSO is an independent authority that will carry out an impartial investigation. They can be contacted as follows:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Freephone: 0800 888 202
Fax: 04 499 7614
Address: P O Box 10845

Once a complaint is documented on our Complaints Form, a copy will be held in our Complaints Register, along with a brief description of the resolution, including resolution date. The complaints register will be reported on to the Board of Trustees monthly.

It is the responsibility of the Executive Officer to provide the Board of Trustees with an annual summary on the number and type of complaints received, their resolution, and statistics related to the time to resolution.

The GBMAHP reserves the right to choose not to respond to complaints judged as unfounded.