KIVVO INFORMATION

Complaints Policy

This page explains how to raise a concern or complaint with Kivvo, how we handle it, and what you can do if you're not satisfied with our response. We want to hear from you — complaints help us improve.

The short version

We want to hear from you. If something has gone wrong, please tell us.

Submit complaints via a support ticket on the Support page. We don't use email for support.

We aim to acknowledge your complaint within 2 business days and to give you a substantive response within 10 business days.

If we need longer, we'll tell you why and give you a revised timeframe.

If you're not satisfied with our response, you can escalate it — the process is described below.

We keep records of every complaint so we can spot patterns and fix root causes.

We treat complainants fairly. Making a complaint won't affect your use of Kivvo.

Our commitment

We're a small New Zealand company — currently two people — and we take complaints seriously. A complaint is a signal that something in the product, the process, or our communication isn't working. We'd rather hear about it than have you quietly give up on Kivvo.

We commit to:

Making it easy to raise a complaint

Responding promptly and honestly

Looking at every complaint on its merits

Fixing what we can fix, and being clear about what we can't

Learning from complaints to improve how we operate

What counts as a complaint

A complaint is any expression of dissatisfaction about Kivvo — our service, our staff, our processes, our fees, or our conduct — where you're asking us to do something about it.

You don't need to use any particular words. If you're unhappy and you'd like us to look into it, that's a complaint.

Examples of what you might complain about:

A contribution, payment, or cashback that hasn't worked as expected

A fee you believe was charged incorrectly

Difficulty using the app or a feature

Not being able to access your account or your data

Something you believe is misleading on our website or in our communications

A privacy or data concern

The way we've handled an earlier enquiry

Anything else about Kivvo that you believe isn't right

How to make a complaint

Step 1: Submit a support ticket.

Go to the Support page and create a new ticket. Choose the closest category (for example, "Billing issue" or "Account issue"), and in the ticket description:

Tell us what happened

Tell us when it happened

Tell us what you'd like us to do

Include any screenshots, references, or ticket numbers that help us find the relevant records

Step 2: We'll acknowledge it.

We'll acknowledge your ticket within 2 business days, and let you know:

That we've received it

Who is looking at it (usually one of us)

The next step

Step 3: We'll investigate.

We'll review your complaint properly. Depending on the nature of the complaint, this may involve:

Checking your account and contribution records

Reviewing the relevant transaction with our payment provider

Reviewing our own processes and communications

Asking you follow-up questions

Step 4: We'll respond.

We aim to give you a substantive response within 10 business days of receiving your complaint.

Our response will:

Explain what we found

Tell you what we're doing about it (or why we're not doing anything)

Offer a remedy where one is appropriate

Tell you how to escalate the complaint if you're not satisfied

If we need longer

Sometimes complaints take more than 10 business days to resolve properly — for example, if we need to work with a payment provider or investigate something complex.

If that happens, we'll contact you before the 10 business day mark and:

Tell you why the investigation is taking longer

Give you a revised timeframe for our response

Give you an update on progress so far

We won't leave you waiting without explanation.

Possible outcomes

Depending on what we find, the outcome of your complaint may include one or more of:

An explanation — clarifying what happened and why

A correction — fixing a record, a setting, or an account state

A refund — where a fee or charge should not have applied

A credit — where a remedy needs to be provided in your Kivvo account

A change — where the complaint identifies something we need to fix in the product or process

A referral — where the matter is more appropriately dealt with by a third party (such as our payment provider), we'll tell you who to contact and why

No action — where, after review, we conclude the matter was handled correctly, we'll explain our reasoning clearly

Whatever the outcome, we'll explain it in plain language.

If you're not satisfied

We hope every complaint is resolved to your satisfaction. If it isn't, here's what you can do.

Step 1: Ask for a review

Reply to your ticket and tell us you'd like the complaint reviewed. If we originally handled it, we'll take a fresh look — usually with the second person in the company who didn't handle the original. We'll aim to respond to a review request within 10 business days.

Step 2: Escalate externally

If, after the review, you remain dissatisfied, you may be able to escalate the complaint externally. The correct external route depends on the nature of the complaint:

Financial service complaints. If your complaint relates to a financial service that Kivvo provides, and Kivvo is required to belong to a dispute resolution scheme for that service, you can refer the complaint to that scheme. Kivvo is not currently a member of a dispute resolution scheme because we don't consider we currently provide a service that requires us to be. If that changes, we'll update this policy and this policy will name the scheme.

Consumer complaints generally. You may be able to refer the matter to the Disputes Tribunal or the Commerce Commission, depending on the nature of the complaint.

Privacy complaints. If your complaint is about how we've handled your personal information, you can complain to the Office of the Privacy Commissioner.

Product safety or fair trading. The Commerce Commission accepts complaints about misleading conduct under the Fair Trading Act 1986.

We'll tell you in our response which external route is most likely to be relevant to your complaint, if any.

Complaints about our payment provider

Some complaints involve the underlying payment or card transaction that has been processed by our third-party payment provider. In those cases, our ability to investigate directly is limited, because we don't control the payment rails.

Where that happens:

We'll still acknowledge and log your complaint

We'll explain what we can see on our side

We'll tell you how to raise the matter with the payment provider directly, including the relevant contact point

We'll support you through the process where we can

If a complaint is ultimately resolved by the payment provider (for example, a chargeback is processed), we'll update your ticket accordingly.

Confidentiality and fairness

We handle complaints confidentially. Information about your complaint will only be shared:

With the people inside Kivvo who need it to investigate and respond

With third parties (such as our payment provider) where necessary to resolve the matter

Where we are legally required to do so

Making a complaint will not affect your use of Kivvo. We don't retaliate against complainants, we don't close accounts because someone has complained, and we don't treat complainants differently. If we think that's ever happened at Kivvo, tell us.

Recording complaints

We keep a record of every complaint we receive, including:

What the complaint was about

When it was received and acknowledged

What we investigated and what we found

What we did about it

Whether it was escalated, and the outcome

We use this record to:

Make sure complaints are handled consistently

Spot recurring issues across different users

Fix root causes in the product or our processes

Report on complaints internally (in a way that protects individual privacy)

What we don't do

To be clear about what this policy doesn't cover:

This policy doesn't replace your other rights. Nothing here limits any rights you have under New Zealand law, including under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or the Privacy Act 2020.

This policy isn't a substitute for legal advice. If you think your complaint involves a legal issue, we encourage you to seek your own advice.

This policy doesn't cover employment complaints. If you're ever employed by Kivvo, separate processes apply.

Time limits

There's no formal time limit for making a complaint to us. We'd rather hear from you late than not at all. However, we may be limited in what we can investigate if records are no longer available — we keep records for as long as required for legal, tax, and operational reasons, and we'll tell you if we can't look at something because of that.

Some external escalation routes have their own time limits. If you're thinking about escalating externally, it's worth checking the relevant body's process and timeframes.

Where to find more detail

For more information, see:

Financial Services Disclosures — our regulatory position

Fees & Charges — what Kivvo charges for

Payouts Policy — how cashback eligibility works

Data Requests — how to access or correct your data

If you'd like to make a complaint, please submit a support ticket via the Support page. We don't use email for support.

This page was last reviewed in October 2026.