Zip encourages you to provide feedback on our products and services, we appreciate both positive and negative feedback as both help us improve our product and service offerings.

We always welcome compliments about your experience as they help us to recognise the efforts of our team.

We pride ourselves on the products and services we provide and also that we listen to our customers. If a situation arises where you are unsatisfied with the Zip product or the service you received, we invite you to contact our Customer Service team to discuss your concerns.

Zip will attempt to resolve your complaint through our Internal Dispute Resolution processes. Our Customer Service team is available:

By Email
hello@care.zip.co.

By Mail
Complaints Officer
Zip
Level 14 / 10 Spring St Sydney NSW 2000

What if you are not satisfied with our final decision? If your complaint is directly related to your Zip account, and you are not satisfied with our final decision, you can refer the matter to our external dispute resolution schemes. Details of this scheme are listed below:

Australian External Dispute Resolution Scheme:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, Vic 3001
Website:
www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints about your financial services provider.