There’s no single KiwiSaver contact: who you call depends on the problem. Your provider runs your account and investments and claims the government contribution on your behalf; Inland Revenue handles contributions passing through PAYE, opting out and savings suspensions.
| Your question or problem | Contact |
|---|---|
| Balance, fund choice, switching fund, fees, withdrawals | Your KiwiSaver provider (myIR shows which one you’re with) |
| Contributions deducted from pay, opt-out, savings suspension | Inland Revenue: 0800 549 472 for members, 0800 377 772 for employers, +64 4 832 5228 from overseas, or a myIR message (IRD: KiwiSaver contact) |
| Employer not paying contributions | Your employer first, then Inland Revenue |
| A complaint the provider hasn’t resolved | The provider’s dispute resolution scheme (Step 2 below) |
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
Financial Services Complaints Ltd (FSCL) says your provider should contact you within 2-3 working days to confirm they have your complaint, and it expects them to resolve it within 20 working days, though complicated complaints can take up to 2 months.
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.
There are four approved dispute resolution schemes (IFSO: increased compensation limits):
| Scheme | Website | Contact |
|---|---|---|
| Banking Ombudsman | bankomb.org.nz | 0800 805 950 |
| Financial Dispute Resolution Service (FDRS) | fdrs.org.nz | See its website |
| Financial Services Complaints Ltd (FSCL) | fscl.org.nz | 0800 347 257 |
| Insurance & Financial Services Ombudsman (IFSO) | ifso.nz | 0800 888 202 |
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 set limits (FSCL: up to $500,000 for financial loss)
- 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 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 government contribution wasn’t paid correctly.
For IRD-related KiwiSaver issues:
- Call IRD’s KiwiSaver line for members on 0800 549 472 (Monday to Friday, 8am to 6pm)
- Use myIR to send a secure message
- More on what IRD does is in Inland Revenue and KiwiSaver
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