Trust and transparency
At PPS Mutual, we take our obligations to our customers seriously. This includes clearly disclosing our financial strength rating, communicating how we support the fair treatment of our customers through our Fair Conduct Programme and sharing our commitment to resolving issues fairly.
Complaints
As a mutual insurer, we work hard for our customers including our members. There might be times when we get things wrong, and we want to know about them. We will take all reasonable steps to resolve any complaint and will review complaints with openness, empathy and transparency.
You can raise complaints directly with PPS Mutual by:
Phone: 0508 777 6688
Email: [email protected]
Post:
PPS Mutual
PO Box 331 445
Takapuna 0740
If we are unable to resolve your complaint internally, you can contact the Insurance and Financial Services Ombudsman (IFSO) once we issue a letter of deadlock. IFSO is an approved free and independent complaints resolution service available to consumers.
For more information, or to access the IFSO process, call 0800 888 202 or visit ifso.nz.
Fair conduct programme
We have established a Fair Conduct Programme (FCP) to ensure PPS complies with the fair conduct principle. This programme sets out the policies, processes, systems, and controls we have implemented to support our compliance with the conduct obligations prescribed by the Financial Markets Conduct Act 2013 (FMCA) in all aspects of our operations.
The FCP encompasses the design and distribution of our insurance products and services, the support we provide to our customers, and the mechanisms we use to identify, address, and rectify any issues or errors that may arise.