Financial difficulty and hardship

We understand that there are some things in life that are out of your control. If you are experiencing financial difficulty or hardship we have a dedicated New Zealand based Customer Support Team that is committed to finding ways to help. Call us or get in touch so we can help with guidance and support.

 

What is financial hardship?

Financial hardship is the situation where a customer is willing and has the intention to pay but is unable to meet their Zip repayments or contractual obligations. With formal hardship assistance the expectation is that a customer’s financial situation can be restored. Financial hardship is more common within society than people might think, and many people will find themselves in financial hardship at some point in their life.

We recognise that sometimes situations may arise that may affect a customers ability to pay their ongoing obligation as part of their Zip account. Common events contributing to financial hardship may include:

  • Changes in income or expenditure;
  • Changes in employment status, such as losing a job or having working hours reduced;
  • Significant life events such as a relationship breakdown or death in the family;
  • Injury or illness; or
  • Emergency events or natural disasters.

A period of financial hardship is often temporary and, given time, many customers overcome their financial difficulties and repay their debts.

Our goal is to help customers in genuine financial hardship get through this period, so they can get themselves back on track. We are committed to working with our customers to find an appropriate solution that is effective and sustainable. We also acknowledge that ongoing access to the program is dependent on customers remaining committed to the program and its policies and communicate with our Hardship team.

 

Zip’s approach to hardship

Zip is committed to helping customers who are experiencing hardship where possible. Our hardship team is available to discuss your individual circumstances, answer any questions you might have and will ask you a series of questions to work out a solution that is suitable for your circumstances. We understand everyone’s needs are different, so we assess each application on a case-by-case basis.

Questions asked may include:

  • The circumstances surrounding your situation;
  • What amounts you can repay in the meantime and when can you commence making these payments; and
  • How long you foresee the situation lasting.

Based on the information you provide we are able to customise solutions based on an individual’s circumstances.

Temporary solutions may include:

  • A short-term payment arrangement to help manage your repayments while you get back on your feet .
  • A postponement of payments.
  • The waiving of some or all late fees.

All requests for hardship assistance will be treated in the strictest confidence as we work together to find a solution.

 

How do I apply for hardship assistance?

You can reach our Hardship Assist Team, Mondays to Fridays, 9:00am – 5:00pm.

New Zealand: 09 489 8144

Email: nz@care.zip.co

Post: Zip Co NZ Limited, Level 3, 33-45 Hurstmere Road, Takapuna, Auckland