Akahu is an open banking intermediary.
We facilitate the exchange of data between your bank account and a separate product that you choose to exchange data with.
If you experience an issue with Akahu, or a product that uses Akahu, this page describes how we can help.
If you're experiencing a problem with another product, for example if your dissatisfied with the service that you have received or would like to cancel your subscription, please contact that product provider directly.
If you're experiencing a problem with Akahu, such as an issue with the exchange of data that you have consented to, please contact us.
Fairness: We treat you with respect.
Timeliness: Our responses are prompt.
Accessibility: We make it simple for you to raise disputes. Our primary channels are email and phone, but if you prefer to communicate through a different channel, we will make reasonable attempts to engage with you through that channel.
Confidentiality: Information you share is handled securely and in accordance with Akahu’s privacy obligations.
Transparency: You are informed of the process and expected timeframes.
Usefulness: If the issue relates to a different entity, we will make reasonable attempts to support you in contacting the relevant entity.
We aim to acknowledge the matter you raise within 4 business hours.
We aim to provide a written response to you within 5 business days.
If the matter relates to Akahu, and is not resolved after our initial written response, the dispute will be escalated to a senior manager.
If the matter has not been resolved or handled to your satisfaction, please see this guidance from the Ministry of Business, Innovation and Employment which describes additional options for you to consider.
Email: hello@akahu.nz
Phone: +64 9 217 8964
