Dispute Resolution Campaign

Our Dispute Resolution Campaign was designed to close a critical gap in consumer awareness: knowing how to complain when things go wrong. Financial services can feel complex and intimidating, and research shows fewer than one-third of people are confident they know how to raise a complaint with their provider. This campaign makes dispute resolution accessible, human, and easy to understand. I created an animated campaign with no budget through real-life case studies with clear, step-by-step guidance. In this campaign we were able to empower New Zealanders with knowledge and confidence so they can take action and achieve fair outcomes. By spotlighting these services and simplifying the complaint process, we’re delivering on our commitment to protect consumers and strengthen market integrity.