Customer Complaints Management Policy

Here at the AA meeting the service needs of our Members and customers is at the heart of everything we do.

If you feel like we haven’t got things right with a product or service then please let us know and give us the opportunity to fix it.

We take all complaints seriously, and commit to handling them fairly, efficiently and effectively.

Our guiding principles:

  • We recognise and respect your right to make complaints.
  • We demonstrate a commitment to address complaints in a timely way.
  • We will involve you in the process as much as we can and recognise the rights of all involved to deal with complaints safely.
  • We will address complaints provided anonymously, or through an authorised third party in the same way as any other complaint.
  • Each complaint will be addressed with integrity and with an equitable, objective and unbiased viewpoint.
  • We will treat personal information in accordance with the Privacy Act.

Raise a complaint or provide feedback

  • Call us on 0800 500 444
  • Email us
  • Write to us at NZAA Feedback, Private Bag, Penrose, Auckland 1642, New Zealand

If you are raising a complaint, please ensure that you provide your AA Membership number (if applicable), clearly explain the issue and state that it is a complaint. Alternatively, AA staff can assist you in raising a complaint and ensuring you are put in touch with the appropriate team to manage and resolve your complaint.

Once a complaint is made we will:

  • Acknowledge receipt within 2 business days of receiving the complaint.
  • Give you the name and a way to contact the person handling your complaint.
  • Ensure that an experienced staff member who is not the subject of your complaint fully investigates the issues raised.
  • Respond to a complaint within 5 business days once all the information needed to determine the complaint is received.
  • Agree with you a reasonable timeframes where further information, assessment or investigation is required. If agreement cannot be reached, utilise an external independent dispute resolution service to obtain agreement on timeframes.
  • Update you on progress at least once every 10 business days, or at a mutually agreed interval, until the complaint is resolved.
  • Use our internal dispute resolution process within 2 months if we cannot resolve the complaint to your satisfaction.
  • Explain our reasons in writing if the complaint is still unresolved and provide you with a ‘deadlock’ letter for you to take your complaint to an external independent dispute resolution service.
  • We will, where applicable, offer remedies that are fair to all parties.

Other advice

In addition, you may also seek advice or assistance from the Disputes Tribunal, the Privacy Commissioner (for privacy issues), the Commerce Commission (for fair trading issues), the Ministry of Consumer Affairs or the Citizens Advice Bureau.

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