Complaints process

Appeals / Complaints

  • (1.a) When an applicant is unhappy with the decision regarding their loan application, or if any person has a complaint about any aspect of Ngā Tāngata Microfinance procedure, the matter should be referred to the chair of Ngā Tāngata Microfinance Ltd. The chair of Ngā Tāngata Microfinance will:
    • (1.a.i) start a complaints investigation; and
    • (1.a.ii) send a written response to the complainant as soon as practicable after the next Ngā Tāngata Microfinance meeting to let the complainant know what Ngā Tāngata Microfinance is doing about the complaint.
  • (1.b) Complaints concerning a Financial Mentor or Budgeting Service will be dealt with in accordance with their peak body’s procedure for resolving complaints.


Complaints may be made if there has been an ‘interference with your privacy’, i.e. a breach of an Information Privacy Principle, a breach of a Code of Practice, or if the service refuses a request for access to, or correction of, personal information.

The complainant may complain to the organisation first to have the matter settled and then go to the Privacy Commission if they are not satisfied with the outcome.


Rights and Responsibilities Statement

Applicants have a right to:

  • Be treated fairly and with respect regardless of your personal circumstances or beliefs.
  • Be informed about the scheme’s eligibility criteria.
  • Be informed about loan decision making processes.
  • Receive support, mentoring and financial education.
  • Be informed about the terms and conditions of the loan.
  • Know how information about you is recorded and who will have access to your information.
  • Make a complaint and have the complaint dealt with fairly and promptly without retribution.
  • Access your personal file after the Loan Committee has received a request in writing.
  • Access an interpreter, advocate, or other support person to assist with the loan application.

Your responsibilities are to:

  • Act in a manner that respects the rights of other applicants, Financial Mentors and Ngā Tāngata Microfinance workers.
  • Ensure all information provided for the purpose of the loan enquiry and application are true and correct and that no false or misleading information is given at any time.
  • Make regular repayments as stated in your contract.
  • Advise your Financial Mentor if you are experiencing difficulties making your repayments.
  • Advise your Financial Mentor if a benefit is no longer available to you due to changes in your circumstances; or if your employment income has altered for any reason.
  • Advise your Financial Mentor if you change your address or telephone number.