Privacy and Complaints

Our Privacy Policy

CBST will make every effort to comply with the New Zealand Privacy Act 2020.

Our Privacy Policy

 At CBST we are committed to protecting your privacy and complying with our obligations under the Privacy Act 2020 and its privacy principles on how we collect, use, hold, disclose, access, correct and dispose of your personal information.

We do ask you for your permission to discuss your financial affairs with creditors, banks, other persons or organisations connected with your financial situation.

CBST and its financial mentors will keep all client’s information and personal details completely confidential except as expressly authorised by the Privacy and Confidentiality agreement.

You can request access to your personal information and you can contact us to request a correction of your personal information. To view any personal information please write to Privacy Officer, CBST 4/239 Opawa Road, Christchurch 8022.

Our Complaints Process

If you are dissatisfied with our service or the actions of a staff member you are welcome to use our complaints resolution process. It is available at no cost and we welcome feedback from any client. We realise clients may be stressed and uncertain during this time of engagement with CBST and it is our role to allay any concerns clients may have.

This process is available where a resolution cannot be achieved by speaking to your financial mentor at point of first contact.

To make a formal complaint we would appreciate that you send us a letter or email using our website or send to All complaints irrespective of how they are received will be notified to the complaints trustee.

The Complaints trustee will contact you to acknowledge receipt of the complaint within 5 working days and review the specific issues that are causing concern and provide information on the CBST process for handling and resolving the complaint and a likely resolution date.

We will send to the affected parties details of the process that will be followed and we will try and resolve the complaint within 10 working days. Any outcome will be recorded in the complaints register. The Trust will ensure the complaint is managed independently of any staff member involved in the complaint.

If the complaint remains unresolved after 20 working days then the Trust will seek assistance from the Canterbury Community Law service to resolve the complaint.