How to file a complaint

COMPLAINTS RESOLUTION PROCESS

What should you do if you have a complaint?
Convera does business in New Zealand through Convera Australia Pty Ltd, NZ branch.

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know. We have established procedures and policies to ensure that any complaint you may have is properly considered and appropriate measures are taken.

Should you have reason to complain, then it is important that you first advise your usual Convera representative or alternately please send an email to:

Customer Service NZ [email protected] and tell us what has happened and how we can resolve the matter. If you have any documents or correspondence that will help us understand your complaint, please attach them to your email.

When we receive your complaint, we will:

• acknowledge your complaint within two working days
• gather and evaluate information about your complaint
• respond to you within 20 working days.

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs.

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).

FSCL’s contact details are:
Website: fscl.org.nz
Tel: 0800-347-257
Email: [email protected]
Address: FSCL, PO Box 5967, Wellington 6140.

If you are a student and would like to register a complaint with our Education Customer Support Team, you can raise a case in our platform at the below link:

Convera GlobalPay – https://students.convera.com/#!/contact-us
Alternatively you can call and speak with us on: +64-9-359-5104