Javascript is required to enable full functionality of this website.
Protecting our Members for over 100 years
How MAS’s screening programme enabled life-saving early action
Grow your wealth and achieve your goals
From building your wealth to managing it in retirement
Advice when you need it
Helping young people to start investing early
Member owned, NZ owned, insurance and investments
Self-service support and inspiration
Turning Everyday Spending into KiwiSaver Growth
Every MAS staff member can be the first responder to your complaint and conduct Stage 1 of the complaints process.
If the first responder is unable to resolve your complaint at Stage 1, their team leader, manager or the head of the relevant MAS business unit will conduct Stage 2 of the complaints process to investigate and attempt to resolve the complaint. Stage 2 involves a complete review of the complaint.
Stage 3 of the complaint process is a review of the complaint by MAS' Complaints Committee.
If you'd like to give us feedback, you can do that here.
If you make a complaint to us, we’ll:
Sometimes we may need more time to resolve a complaint, especially if we are waiting on information from third parties. When this happens we will keep you informed, and agree reasonable timeframes with you to keep you informed and keep a resolution to the complaint progressing.
If your complaint remains unresolved, we will issuea letter of deadlock and you can refer your complaint to the Insurance and Financial Services Ombudsman* ("IFSO"). IFSO's contact details are: ifso.nz/contact-us, 0800 888 202.
Te reo Māori is an official language of Aotearoa New Zealand. MAS is committed to recognising te reo Māori and te ao Māori in meeting our objective of promoting the health of all New Zealanders. From time to time, MAS gets complaints about using te reo Māori in communications to Members. We acknowledge and respect your right to hold your view, but we won’t progress those complaints through our formal complaints processes.
IFSO is independent and external to MAS and free for you to access if a complaint has been raised with MAS and remains unresolved after MAS has run the complaint through MAS' internal complaints process.