客服电话 / Hotline : 

  • 09 980 9000

有关我们    About Us

  • 客户建议与投诉

    告诉我们您的想法

    中国银行(新西兰)有限公司非常重视客户的满意度,我们非常乐意聆听来自您的意见和建议。
    如果您觉得我们提供的服务未能达到您的预期,我们非常愿意了解您的意见,并且您的意见将帮助我们提高我们的服务水准。中国银行(新西兰)有限公司将秉承公平公正的态度及时处理您的意见和投诉。

    与我们联系

    如果您觉得我们的处理方案仍未达到您的预期,请拨打客户专线0800 695566,告知我们您的疑虑。
    我们的合规官将会进一步调查和反馈您的投诉,如果仍然无法调解,您将会被介绍至银行监督会—新西兰当地独立机构单独处理您的投诉案例。

    中国银行(新西兰)有限公司投诉与纠纷流程

    第一步:

    请联系我们的合规官。

    请拨打0800 695566,将您的疑虑告诉我们的合规官。

    第二步:

    请将您的投诉意见以书面形式呈送。

    合规官接到您的书面投诉意见后,将会与相关工作人员了解问题情况,并在十个工作日给您答复。

    请将您的投诉信寄至以下地址:

    Compliance Officer

    Bank of China (New Zealand) Limited

    Level 17, Tower 1

    205 Queen Street

    Auckland 1010

    New Zealand

    第三步:

    和相关工作人员见面讨论问题和解决方案。

    按照第二步的回复要求,我们会联系您和相关工作人员见面。如果在会面后,双方对解决方案无法达成一致意见,或者您不希望再与我们见面,我们会提供关于处理您的投诉的书面报告。

    第四步:

    如果您不接受我们的解决方案,请以书面形式告知我们您希望的处理方式。请您将您的想法和意见在五个工作日内以书面形式呈送。

    第五步:

    如果双方就投诉解决方案无法达成一致意见,我们将会安排调解程序。

    如果我们接受您希望的处理方式,我们将会尽快执行。如果我们无法接受您希望的处理方式,我们将会邀请您进行调解。

    第六步:

    调解

    如果我们同意就投诉进行调解,但调解仍未解决争议,或者我们不同意进行调解,请参见下面的说明:

    请注意:

    您可以在任何时间和阶段将您的投诉联系银行监督会,联系方式如下:

    Banking Ombudsman Scheme

    Freepost 218 002, PO Box 25 327

    Featherston Street

    Wellington 6146

    New Zealand

    Telephone: 0800 805 950

    请点击“Banking Ombudsman Brochure”了解通过银行监督会解决争议的相关流程。

    Customer Feedback and Complaints

    Tell us what you think

    Your satisfaction is very important to us, so we would love to hear about positive experiences you have had with the Bank of China (New Zealand) Limited.

    Alternatively, if we have let you down in some way, we would also like to know about it so we can do our best to resolve things. Bank of China (New Zealand) Limited is committed to treating complaints seriously and resolving them as quickly and fairly as possible.

    Talk to us

    If you feel that a resolution has not been reached to your satisfaction, please call 0800 695566 and talk to us about your concerns.

    Our Compliance Manager will investigate and we will attempt to resolve your complaint, however, if a 'stalemate' situation eventuates, you will be referred to the Banking Ombudsman, an independent party who looks at referred complaints on a case-by-case basis.

    Bank of China (New Zealand) Limited

    Complaints and Dispute Resolution Procedures

    STEP 1:

    Call us and speak to our Compliance Officer.

    In the first instance, please call 0800 695 566 and discuss your concerns with our

    Compliance Officer.

    STEP 2:

    You may be asked to put your complaint in writing.

    Should the Compliance Officer ask you to put your complaint in writing, please allow 10 working days for us to respond. The Compliance Officer may need to talk to team
    members involved with the issue and then provide you with a response. 

    Please address your letter to:

    Compliance Officer

    Bank of China (New Zealand) Limited

    Level 17, Tower 1

    205 Queen Street

    Auckland 1010

    New Zealand

    STEP 3:

    Meet with members of our team to discuss the issue and agree a resolution.

    As part of the response in Step 2, we may ask you to meet with members of our team to discuss the issue and agree a resolution.  If we are unable to come to an agreed
    resolution after a meeting, or if you do not wish to meet with us, then we will provide

    you with a written proposal to resolve your complaint.

    STEP 4:

    If you do not accept our proposal, please tell us in writing how you would like the

    complaint resolved.

    Please let us know in writing within five working days if you do not accept our proposal and if not, suggest another way of resolving your complaint.

    STEP 5:

    Implement the agreed resolution or if no agreement is reached, arrange mediation.

    If we accept your preferred resolution we will attempt to implement that resolution as

    soon as possible.  If we decline your preferred resolution, we may invite you to mediate the dispute.

    STEP 6:

    Mediation

    If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute then that will be the end of our process but please see the note below.

    Please note:

    You can still make a complaint to the Banking Ombudsman in the first instance, and

    even if you use these procedures, you can still make a complaint to the Banking

    Ombudsman at any time:

    Banking Ombudsman Scheme

    Freepost 218 002, PO Box 25 327

    Featherston Street

    Wellington 6146

    New Zealand

    Telephone: 0800 805 950

    Please click “Banking Ombudsman Brochure” to learn how to settle the complaint by the Banking Ombudsman.