11 June 2025
Donna
By email: fyi.org.nz
Kia ora Ms. Donna,
Your request under the Official Information Act (1982) for information on complaints received by the
FMA in the last two years relating to KiwiSaver fund managers and supervisor agencies, and how many
have complained about being declined for hardship withdrawals
I refer to your Official Information Act (
OIA) requests dated 8 May 2025 for the following information from
the FMA:
1. How many KiwiSaver fund management complaints have been made to FSC Ombudsman in the last
2 years by KiwiSaver customers?
2. How many of those KiwiSaver customers have complained about being declined for hardship
withdrawals?
3. How many of the complaints have not been upheld by the Financial Ombudsman?
4. How many complaints have been about the KiwiSaver supervisor agencies?
5. Can you supply the name of the KiwiSaver funds being complained about?
6. Can you supply the names of the fund supervisors that have been complained about?
We have considered your requests under the OIA and have searched our records for the relevant
information collected since 2023. We have decided to refuse your request under s18(e) of the Act, on the
basis that the information requested is not held by the FMA as we have not received any complaints for the
entities you have requested. We suggest contacting the FSC Ombudsman directly with your request for any
complaints they may have received, as the FMA does not have any oversight of the complaints received by
the Ombudsman.
You have the right to seek an investigation and review by the Ombudsman of this decision. Information
about how to make a complaint is available at
www.ombudsman.parliament.nz or freephone 0800 802
602.
If you wish to discuss this decision with us, please feel free to conta
ct [email address] or
phone +64 4 830 5177.
Ngā Mihi,
Jasveet Sandhu
Senior Legal Counsel, Internal Governance
Financial Markets Authority
