NZ Financial Service Provider Internal Complaints Procedure

Asahi Beverages (NZ) Limited (“Asahi NZ”) is a financial services provider pursuant to the Financial Service Providers (Registration and Dispute Resolution) Act 2008 and a member of the Financial Dispute Resolution Service (“FDRS”).

As a member of the FDRS scheme, Asahi NZ outlines below its procedures for managing complaints from its trade customers in connection with any financial services provided by Asahi NZ:

1. On receipt of a complaint from a trade customer in connection with any financial services provided by Asahi NZ, Asahi NZ will document the nature of the complaint and provide an acknowledgement of receipt. The complainant will be informed that if a complaint is not resolved through Asahi NZ’s internal complaints process, the complainant may take the complaint, free of charge, to the Financial Dispute Resolution Service.

2. Asahi NZ will document the steps taken to resolve the complaint and will keep information related to the complaint confidential (unless otherwise agreed with the complainant).

3. Asahi NZ will provide written notice to the complainant explaining any decision it reaches (or advising of its view that the complaint is unlikely to be resolved, as the case may be). The complainant will be advised that they may take their complaint, free of charge, to the Financial Dispute Resolution Service (including any applicable time limits), the contact details for which are: www.fdrs.org.nz

   • Freephone: 0508 337 337
   • Email: enquiries@fdrs.org.nz
   • Freepost 231075, PO Box 2272, Wellington 6140