Complaints Handling and Dispute Resolution Process

If you have a complaint, you can contact the Complaints Officer of Whai Rawa Fund Limited at:

Whai Rawa Fund Limited

Te Whare o Te Waipounamu

15 Show Place, PŌ Box 13046 Addington

Christchurch 8141

Once the Complaints Officer has had an opportunity to review your complaint we will let you know how we intend to resolve it. We may need to contact you to get further information about your complaint in order for us to properly review it.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to resolve it, you are welcome to contact Trustees Executors Limited (the Business Manager) or Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service our chosen independent dispute resolution provider. FSCL will not charge a fee to investigate or resolve a complaint.


If you are an Australian resident, instead of complaining to FSCL you may contact the Australian Financial Complaints Authority (AFCA).

Time limits may apply to complaints to FSCL or AFCA. Consult the FSCL and AFCA websites for information on when the time limit relevant to your circumstances expires.


Trustees Executors Limited can be contacted at:

Trustees Executors Limited

Level 11,

51 Shortland Street,

PO Box 4197,

Auckland 1140,

New Zealand.

Telephone        (04) 495 0999


FSCL can be contacted at:

Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service

PO Box 5967

Wellington 6140

Telephone        0800 347 257

Fax                   (04) 472 3728

Email               [email protected]


FSCL has been approved by the Minister of Consumer Affairs to provide independent external ombudsman and dispute resolution services under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.


AFCA can be contacted at:

Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Telephone        1800 931 678

Email               [email protected]