If you have a problem with your KiwiSaver provider — a declined withdrawal, incorrect fees, a dispute about your balance, or poor service — there is a formal complaints process. Here’s how it works.
Step 1: Complain Directly to Your Provider
The first step in any KiwiSaver dispute is raising it directly with your provider’s internal complaints team.
Most providers have a formal complaints process:
- Contact your provider’s customer service team by phone, email, or online
- Explain the issue clearly and what outcome you’re seeking
- Request the complaint be escalated to their complaints team if the first contact doesn’t resolve it
- Keep records of all correspondence, including dates and names of staff you spoke to
Providers are required by the Financial Markets Authority (FMA) to have an internal complaints process and to respond within a reasonable timeframe (typically 20–40 business days).
Step 2: External Dispute Resolution
If your provider doesn’t resolve the complaint to your satisfaction, you can escalate to an Approved Dispute Resolution Scheme (ADRS). All KiwiSaver providers are legally required to be members of an ADRS.
The main schemes handling KiwiSaver disputes:
| Scheme | Website | Contact |
|---|---|---|
| Financial Services Complaints Ltd (FSCL) | fscl.org.nz | 0800 347 257 |
| Insurance & Financial Services Ombudsman (IFSO) | ifso.nz | 0800 888 202 |
| Banking Ombudsman | bankomb.org.nz | 0800 805 950 |
Check which scheme your provider belongs to — it will be stated in their disclosure documents or on their website.
The dispute resolution process:
- Free for the consumer
- Independent and impartial
- Can award compensation up to certain limits (typically $350,000)
- Binding on the provider if you accept the decision
Step 3: Complain to the FMA
The Financial Markets Authority (FMA) regulates KiwiSaver schemes. While the FMA doesn’t resolve individual disputes (that’s the role of ADRS schemes), it does investigate systemic issues and can take enforcement action against providers.
You can report a concern to the FMA at fma.govt.nz → “Report a concern.” The FMA is interested in:
- Providers misleading members
- Systematic fee or contribution errors
- Governance failures
- Non-compliance with KiwiSaver Act obligations
For individual disputes (declined withdrawal, fee disputes, etc.), use the ADRS schemes first. The FMA handles broader regulatory concerns.
Common KiwiSaver Disputes
| Issue | Who to contact |
|---|---|
| Declined hardship withdrawal | Provider complaint → FSCL or relevant ADRS |
| Incorrect fees charged | Provider complaint → ADRS |
| Contribution not received | Provider complaint (check myIR for IRD processing issues) |
| Fund switch not processed | Provider complaint |
| Transfer to new provider delayed | New provider (they manage the transfer) |
| Incorrect PIR rate applied | Provider to correct; if fee consequence, ADRS |
IRD Complaints
Some KiwiSaver issues involve IRD rather than your provider — for example, if your employer isn’t making contributions, or if your MTC wasn’t paid correctly.
For IRD-related KiwiSaver issues:
- Contact IRD directly at 0800 549 944 (KiwiSaver line)
- Use myIR to send a secure message
- For formal complaints about IRD, contact the Tax Ombudsman (taxombudsman.govt.nz)
Keep Records
Throughout any complaint process, keep:
- Written records of all communication
- Copies of any letters, emails, or online chat logs
- Records of phone calls (date, time, staff member name, outcome)
- Your account statements relevant to the dispute