Complaints Procedures

Complaints about Listed Issuers and Market Participants

If you have a complaint about a Listed Issuer or Market Participant (broker firm), you could lay your complain with:

• the Listed Issuer or Market Participant;
• the Market Participant’s elected Disputes Resolution provider;
• NZX; or
• the Financial Markets Authority.

In most cases, the first course of action should be to contact the Listed Issuer or Market Participant directly.

How to register your complaint with a Listed Issuer or Participant in NZX’s Markets

In the event that you decide to pursue a complaint against a Listed Issuer or a Participant in NZX’s markets, we suggest you take the following steps:

1. Thoroughly read any documentation provided. You may find the answer to your query or complaint in those documents. If you do not have a copy of the documentation, ask the Participant or Listed Issuer for a copy.
2. If you cannot find the answer in the documentation, contact the advisor or person you normally deal with and discuss the problem. In the case of a Listed Issuer, contact the company secretary. Ask for a timeframe for a response.
3. If the issue relates to a Participant and is not resolved to your satisfaction, contact the Participant's Compliance Manager.
4. You may need to put your complaint in writing. If so, you should do this as soon as possible and address it to the Compliance Manager in the case of a Participant or the Company Secretary in the case of a Listed Issuer.

As Participants in NZX’s markets are required to be members of a dispute resolution scheme, you may also lodge a complaint with their elected Disputes Resolution Provider. Contact your Participant for information on how to register a complaint with the Participant’s elected Disputes Resolution Provider.

How to register your complaint with NZX

As the front-line regulator of its markets, NZX receives and responds to complaints from third parties concerning Listed Issuers' or Participants' conduct. You can make a complaint against a Listed issuer by downloading and completing a complaint form and submitting with all supporting documentation to NZX (where you believe your complaint involves a potential breach of the NZX Listing Rules) by any of the following means:

• NZX Limited
  Head of Market Supervision
  PO Box 2959
  WELLINGTON
• regulation@nzx.com (Listed Issuer complaint)
• compliance@nzx.com (Participant complaint)

Download complaints form

NZX can only take enforcement action in respect of a complaint where possible breaches of the NZX Rules may have occurred. If during the course of investigation into the complaint, breaches of the NZX Listing or Participant Rules are detected, NZX may commence disciplinary action against the Listed Issuer or Participant.

Please note that the NZX Complaints process is not compensatory in nature.

Please also note that the NZX Complaints process is a confidential process between the parties involved and NZX. By participating in the complaints process you are agreeing not to disclose any information about the complaints process itself, or the matter(s) you have referred to the complaints process, to any third party without the prior written consent of NZX.

How to register your complaint with the Financial Markets Authority

Register your complaint with the Financial Markets Authority at:

More information on the matters the Financial Markets Authority can and cannot deal with are located on the Financial Markets Authority website.

Complaints about, offer documents for issues of securities and advertisements for securities, disclosure and suspected insider trading may be raised with either NZX or the Financial Markets Authority.

Complaints against NZX

The Special Division of the NZ Markets Disciplinary Tribunal regulates NZX as a Listed Issuer. If you have a complaint regarding NZX, please follow the following simple three-step process:

1. Gather all documents that support the complaint.
2. Make the complaint in writing, setting out adequate details of the complaint and include copies of any supporting documentation. You can use the Special Division Complaint Form to assist in this process. If you are unable to download the Special Division Complaint Form, you can contact Client & Market Services on (04) 496 2853 or email info@specialdivision.co.nz to obtain a copy.
3. Lodge the complaint by any of the following means:
   • by sending an email to: info@specialdivision.co.nz
   • by writing a letter to:
     Special Division
     C/- Peter Wilson
     Level 6, 114 The Terrace
     PO Box 10 093
     WELLINGTON

Download Special Division Complaint Form

The Special Division will acknowledge your complaint promptly and will work towards responding to your concerns as quickly as possible. However, as some matters may be complex, they may take longer to address. If this is the case, you will be kept informed on the progress of the complaint by telephone, email or letter.

If the complaint is not dealt with by the Special Division to your satisfaction, you may refer the complaint to the Financial Markets Authority.