AFIA Finance Industry Code of Practice
Zip is a member of the Australian Finance Industry Association (AFIA) and has adopted the AFIA Finance Industry Code of Practice.
The Code takes effect from 1 October 2026 and sets standards of conduct and customer service for participating non-bank lenders and specialist banks. It operates alongside the laws, licensing obligations and regulatory requirements that apply to Zip.
The Code applies to eligible consumer credit products and services we provide in Australia, subject to the scope, transitional arrangements and exclusions contained in the Code.
Our commitments to you
Under the Code, we are committed to:
- acting honestly, fairly, responsibly and with integrity;
- communicating clearly and providing useful information about our products, fees, charges and repayment obligations;
- helping customers make informed decisions about our products;
- taking reasonable steps to ensure our products are fit for their intended purpose;
- complying with our legal and industry obligations;
- protecting customers’ personal information and maintaining appropriate information-security controls;
- helping protect customers from scams and fraudulent activity;
- supporting customers experiencing financial difficulty, hardship or vulnerability;
- using fair and transparent debt-recovery practices;
- handling complaints promptly and fairly; and
- maintaining systems, processes and staff training to support compliance with the Code.
Complaints and Code compliance
As an AFIA member, Zip is overseen by the Finance Industry Code Compliance Committee (FICCC), an independent body that investigates adherence to the Code. The commitments we make under this Code can be enforced via the Australian Financial Complaints Authority (AFCA). Should any dispute arise regarding a potential Code breach, please reach out to us initially so we can address your concerns. AFCA requires customers to attempt resolution with us before taking on a matter. Additionally, reports may be lodged with the CCC, though it does not handle active disputes currently under review by Zip or AFCA.
Previous BNPL Code
The AFIA Finance Industry Code of Practice replaces the former AFIA Buy Now Pay Later Code of Practice. The previous BNPL Code may continue to apply to relevant conduct or events that occurred before the new Code became applicable.
Further information
Important information
The AFIA Finance Industry Code of Practice operates alongside applicable laws and does not limit your legal rights. If there is any inconsistency between the Code and Australian law, the law prevails.
Terms and conditions, fees and credit approval criteria apply. Other charges may be payable. Credit is provided by ZipMoney Payments Pty Ltd (ABN 58 164 440 993), Australian Credit Licence 441878.
References
- T&Cs, fees and credit approval apply. Other charges may be payable. Credit provided by ZipMoney Payments Pty Ltd (ABN 58 164 440 993), Australian Credit Licence Number 441878.