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Disputes and Complaints

We aim to provide you with the highest possible standard of service. Sometimes things can go wrong and, if this happens, we'll do our best to find a quick and fair solution to solve your issue.

How to make a complaint

If you are unsatisfied with any product or service provided by Zip, you can lodge a complaint:

  1. Over the phone: (02) 8294 2345 (between 9am to 5pm, Monday to Saturday AEST; if you are calling about a complaint for Zip Business, select option 3);
  2. Via this online complaint form;
  3. By mail: 7/180 George Street, 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.

Accessibility

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 complaints@care.zip.co 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:

  • 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;

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):

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.

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;