Making a complaint

Ways to make a complaint

Online: Complaint form

Call: 0800 500 444 Member Care, Monday to Friday, 9am- 5pm

Mail: Att: Customer Advocacy Manager, The New Zealand Automobile Association (Incorporated), Head Office, PO Box 5, Shortland Street, Auckland, 1140 (Please include your contact details so we can respond).

Would you rather give feedback to help us improve?

Click here to go to our feedback form.

Our Complaints Process

It’s important to know that our complaints process differs depending on what AA product or service it is in relation to. You can find out more below.

• Insurance

For all insurances (Life, Health, Travel, Pet, General, and Mechanical Breakdown) please see our Insurance Complaints Handling and Dispute Resolution disclosure statement here. The details of your complaint may be forwarded by us to the appropriate insurer who holds your policy details and may manage your complaint.

• AA Money

For complaints relating to AA Money financial products, these are provided by UDC Finance Limited and your complaint will be forwarded directly.

• AA Products and Services Complaints Process (e.g. AA Membership, AA Home, Roadservice, Driver Licensing)

1. Submit Your Complaint: Use our online form or call one of our team to submit your complaint. If you provide an email address, you will receive an immediate acknowledgment confirming we have received your complaint. If you do not provide an email address, you will receive an acknowledgment letter by post. Please note that as postal delivery times may vary, and we can only confirm the date we send the letter, not when you will receive it.
2. Review and Assignment: Within two working days, we will review your complaint and assign it to a Customer Advocacy Specialist. You will receive an update with the name and contact email of the specialist handling your case.
3. Additional Information: If we need more information from you, such as evidence of damage or receipts for costs, we will reach out to you.
4. Communication: The assigned specialist will be your point of contact. You can communicate directly with them via the provided email address.
5. Resolution Timeline: Our goal is to resolve your complaint within 20 working days, however, depending on the complexity of the issue, it may take longer. We aim to resolve simpler issues as quickly as possible.

Our goal is to ensure you are satisfied with the resolution we provide. If you are not happy with the proposed solution, you have the option to request a review by a senior manager.

Thank you for your patience and understanding as we work to resolve your complaint.

Your rights as an AA Member or customer

You have the right to:

• be treated with courtesy, respect, and fairness at all times,
• have access to information about our services, your AA Membership records (if applicable) and any feedback that you have provided,
• provide feedback or raise a complaint if you are unhappy in any way, and
• seek independent advice or assistance if you are not satisfied with the AA’s resolution of your complaint.

Further assistance

In addition, you may also seek advice or assistance from an independent source, such as the Disputes Tribunal, the Office of the Privacy Commissioner, the Commerce Commission, the Ministry of Consumer Affairs and the Citizens Advice Bureau.