Complaints Policy

Creditors Bureau of New Zealand (“CBNZ”, “we”, “our”, or “us”) is committed to providing a professional, respectful, and lawful debt recovery service.

We aim to handle complaints professionally and use feedback to improve our services. This Complaints Policy explains how you can raise a complaint and how we generally manage complaints.

You may make a complaint if you are:

• •A creditor using our services.
• •A debtor we have contacted.
• •An authorised representative acting on behalf of another person.
• •Any individual or organisation directly affected by our services or conduct.

You can submit a complaint by contacting us at:

Email: support@cbnz.co.nz

Where possible, please include:

• •Your full name.
• •Your contact details.
• •Any reference number or account number.
• •A clear description of your complaint.
• •Copies of any relevant documents or correspondence.
• •The outcome you are seeking.

Providing complete information may assist us in reviewing your complaint more efficiently.

When we receive a complaint, we may:

1. 1.Acknowledge receipt of the complaint.
2. 2.Review the information provided.
3. 3.Request additional information where required.
4. 4.Make any enquiries we consider appropriate.
5. 5.Respond with the outcome of our review where appropriate.

The steps we take and the time required to review a complaint will depend on its nature and complexity.

Depending on the circumstances, we may:

• •Explain our decision or actions.
• •Correct inaccurate information.
• •Update our records where appropriate.
• •Take appropriate action where we determine an error has occurred.
• •Review or improve our internal processes.
• •Determine that no further action is required.

CBNZ acts on behalf of creditors in recovering outstanding debts. We are generally unable to reduce, waive, settle, or otherwise vary a debt without the creditor's authority.

If your complaint relates to the existence, amount, or enforceability of a debt, we may need to obtain further information from the creditor before responding.

Where we become aware of a genuine dispute regarding the existence or amount of a debt, we may suspend or limit collection activity while we seek further information from the creditor or while the dispute is being resolved.

CBNZ does not determine legal ownership of debts or resolve contractual disputes between creditors and debtors. Where appropriate, we may refer a disputed matter back to the creditor until the dispute has been resolved.

We may decline to investigate or continue investigating a complaint where, in our reasonable opinion:

• •The complaint is frivolous, vexatious, or abusive.
• •The complaint is substantially the same as a complaint that has already been reviewed.
• •We have not been provided with sufficient information to investigate the complaint.
• •The complaint relates to matters outside the scope of our services or responsibilities.

We conduct our services in accordance with applicable New Zealand laws and regulatory requirements governing debt recovery, fair trading, and the handling of personal information.

We do not engage in misleading, deceptive, coercive, or harassing conduct.

Personal information relating to a complaint will be collected, used, stored, and disclosed only as permitted or required by applicable New Zealand law and our Privacy Policy.

We may update this Complaints Policy from time to time to reflect changes in our business practices, legal obligations, or regulatory requirements.

The most current version will always be available on our website.

Nothing in this Complaints Policy limits or affects CBNZ's legal rights, the legal rights of any creditor, or any rights or obligations arising under applicable New Zealand law.

This Complaints Policy is intended to explain our general complaints process. It does not create contractual rights or obligations beyond those imposed by applicable New Zealand law.

If you have any questions about this Complaints Policy or wish to make a complaint, please contact:

Creditors Bureau of New Zealand (CBNZ)

Email: support@cbnz.co.nz