Complaints process and disputes resolution scheme

If you’re dissatisfied with the service provided by or on behalf of Southern Cross, you can raise your concern directly by:

  • calling us on 0800 800 181
  • using our online complaints form
  • writing to us at: Complaints at Southern Cross, Southern Cross Health Society, Private Bag 99934, Newmarket, Auckland 1149.

We’ll acknowledge receipt of your complaint within two working days of the date we receive it (or if it is not practicable to do so, as soon as practicable after that time). We’ll aim to resolve your concerns in a transparent and timely manner and we’ll keep you informed of our progress.

So that we can best address your complaint, we may refer your complaint to different teams within Southern Cross. We will respond to you with the outcome of our investigation in a timely, fair and transparent way.

If you’re unhappy with our response, you can request that your complaint be reviewed by the Chief Operating Officer of Southern Cross. The Chief Operating Officer will review and make a final determination in respect of your complaint, which will be communicated to you as soon as possible.

Still not satisfied?

We belong to the Insurance and Financial Services Ombudsman’s approved dispute resolution scheme (IFSO). The IFSO Scheme is a free and independent dispute resolution service available to consumers that may help investigate or resolve complaints if not able to be resolved through our internal complaints process.

If your complaint has been fully investigated by us and you’re still not satisfied with the outcome, you can refer your complaint to the IFSO for review.

You can contact the IFSO Scheme on 0800 888 202, email at [email protected] or www.ifso.nz.

Alternatively, you can write to: Insurance and Financial Services Ombudsman, PO Box 10845, Wellington 6143.

Our duties

Southern Cross and its nominated representatives are bound by the duties set out in the Financial Markets Conduct Act 2013 to:

  • give priority to your interests (by taking reasonable steps to ensure that our financial advice is not materially influenced by our own interests)
  • exercise care, diligence and skill in providing advice to you; and
  • meet the standards of ethical behaviour, conduct, client care and competence, knowledge and skill set out in the Code of Professional Conduct for Financial Advice Services. These standards are designed to make sure we treat you as we should and give you suitable advice. The Code of Conduct standards can be read here: fma.govt.nz.

This statement was prepared on 1 July 2021.

Southern Cross Medical Care Society (trading as Southern Cross Health Society), Level 1, Te Kupenga, 155 Fanshawe Street, Auckland City 1010. Phone: 0800 800 181.