WBCPI 99.94 -0.01% BHP 42.43 -0.8181% CBA 126.8 -0.6892% RIO 118.99 -1.0478% CSL 292.01 -0.3379% NAB 35.96 -0.6904% WBC 27.15 -0.3304% ANZ 28.65 -1.0021% WBCPL 104.45 0.4327% WES 65.3 -2.3186% MQG 199.27 0.1206% NEM 63.19 -2.3036% GMG 35.18 -1.9509% FMG 21.26 -2.0728% SQ2 94.8 0.0633% WDS 26.97 -1.9985% RMD 27.74 -13.204% TLS 3.62 -1.0929% WOW 33.43 -0.5947% TCL 12.68 1.0359%

Complaints Handling Guide

Kalkine is committed to fair and transparent dealings in the financial marketplace. Our aim is to ensure client complaints are dealt with promptly, fairly and consistently. We set out below an overview of Kalkine’s complaints process, including a description of its external dispute resolution service.

How to raise a complaint?

If you have a complaint or concern about us, our customer support call centre or our subscription services, please contact us on + (0)9-8844176 / (0)98011566, email at [email protected] or notify in writing at Kalkine New Zealand Limited Office No: 3333, Level 33, ANZ Centre, 23-29 Albert Street, Auckland, 1010.

Resolving your complaint

We will follow our internal dispute resolution process.

We will aim to acknowledge your complaint within 24 hours (or one business day) of receiving it, or as soon as practicable.

We will review the information you provide and try to resolve your complaint at the time you raise it with us or within 2 business days. If it takes longer than 2 business days to resolve your complaint, we will keep you informed of progress and the expected resolution timeframe. We will aim to provide a final resolution of your complaint in a fair transparent and timely manner and usually within 45 calendar days of receipt of your complaint. We will respond to you with our decision, and the reasons for our decision, using the most appropriate medium (e.g., email, telephone call).

If you are not satisfied with the resolution of your complaint through our internal complaints process

If we cannot resolve your complaint or the complaint is not resolved to your satisfaction using our internal complaints process, you can contact Financial Dispute Resolution Service (FDRS) and that service may help to investigate or resolve the complaint. There is no charge for this service. Kalkine’s FDRS membership number is FM5593

You can contact FDRS at:

Post: Financial Dispute Resolution Service, Freepost 231075, PO Box 2272, Wellington, 6140

Free telephone within NZ: 0508 337 337

Overseas: If You are calling from outside New Zealand, call +64 4 381 5047

Email: [email protected] 

Website: www.fdrs.org.nz