Disputes and Complaints
How to make a complaint
If you are unsatisfied with any product or service provided by Zip, you can lodge a complaint:
- Via email: [email protected];
- Over the phone: (02) 8294 2345 (between 9am to 6pm, Monday to Saturday AEST; if you are calling about a complaint for Zip Business, select option 3);
- Via this online complaint form;
- By mail: 14/10 Spring St, Sydney NSW 2000.
There is no cost or charge associated with making a complaint and our internal dispute resolution process is provided free of charge, regardless of the outcome.
Timeline of complaints
We aim to resolve your complaint on the spot if we can. However, if that is not possible we will endeavour to:
- Acknowledge your complaint within 1 business day or as soon as practicable;
- Gather and evaluate information about your complaint;
- Provide you with an update and initial written response within 10 business days;
- Provide you with a formal written response within:
- 30 days for general complaints. We aim to resolve earlier where possible;
- 21 days for issues concerning hardship, default notices or postponement of enforcement proceedings (provided sufficient information has been provided to Zip);
- If we need more time to investigate and provide you with a response, we will let you know as soon as we can;
- We may not provide you with an initial response or formal written response if your complaint is resolved to your satisfaction within 5 business days, or we have given you an appropriate explanation or apology and there are no further steps that we can take to address the complaint.
At Zip, we are committed to making it easy for people to voice their concerns and ensure that our internal dispute resolution process is readily accessible and easy to use. If we are aware of any specific needs of a complainant to assist with accessing and understanding the process, we will endeavour to assist in any way that we reasonably can.
If you have any visual, verbal or hearing impairments or have difficulty communicating over the phone for any other reason, you can reach out to us via email at [email protected] or via online chat (when available). You can also register for the National Relay Service (NRS) and contact us through the National Relay Service, which can be accessed at:
- Website: National Relay Service
- TTY users, phone: 133 677
- Voice relay users, phone: 1300 555 727
- SMS relay number: 0423 677 767
Representatives: If you wish, a representative may lodge a complaint on your behalf. Such representatives may include a financial counsellor, legal representative, a family member, or a friend. If you are making a complaint this way, you will need to:
- Contact us via telephone or email to advise that you authorise a representative to communicate on your behalf;
- Provide us with details of the representative; and
- Advise for what purpose you authorise that representative to act on your behalf.
If you are experiencing financial vulnerability or hardship, our dedicated Australian based support team is here to help during these challenging times. For help contact us;
- Over the phone: 02 8294 2345 (between 9am to 6pm, Monday to Saturday AEST; if you are calling about a complaint for Zip Business, select option 3).
- Via email
- Zip Money, Zip Pay: [email protected], click for more info: Vulnerability and hardship; or
- Zip Business Trade and Trade Plus: [email protected], click for more info: Vulnerability and hardship;
- Zip Business Capital: [email protected]
External Dispute Resolution Scheme
If you are not satisfied with our final decision, you can refer the matter to our external dispute resolution scheme. Details of this scheme are listed below: Australian Financial Complaints Authority (AFCA):
- Email: [email protected]
- Telephone: 1800 931 678 (free call)
- Website: www.afca.org.au
- Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints about your financial services provider.
Buy Now Pay Later Code of Practice and the Code Compliance Committee
Zip is a signatory to two industry codes of practice:
- Buy Now Pay Later (“BNPL”) Code of Practice;
- Online Small Business Lenders Code of Practice.
These Codes only relate to Zip Pay and Zip Business Capital respectively.
If you are unable to resolve your complaint via Zip’s internal dispute resolution process, and your complaint relates to an alleged breach of either of the Codes, you can report an alleged breach by contacting AFIA’s applicable Code Compliance Committee (“CCC”). Each CCC can investigate any alleged non-compliance with the relevant Code and make a range of recommendations to resolve a complaint.
Zip will cooperate and comply with all reasonable requests of the CCC in performance of its monitoring and investigative functions.
If a Complainant wishes to make a complaint about Zip’s alleged non-compliance with a relevant Code, the Complaint lodgement pages for applicable Codes are as follows;
- BNPL Code of Practice, available at: https://afia.asn.au/BNPL-Complaints. To lodge a Complaint with the CCC, contact them at [email protected]
- Online Small Business Lenders Code of Practice, available at: https://afia.asn.au/AFIA-Online-Small-Business-Lenders-Code-of-Lending-Practice