We will provide specialised financial hardship arrangements to assist customers during times of financial difficulty. These arrangements will consider the unique circumstances of a customer impacted by family violence.
If these circumstances apply to you, we will:
- Fast track any financial hardship request;
- Provide options to provide financial relief;
- Consider the risks involved in attempting to recover debts where family violence is involved.
We will not:
- require customers experiencing financial to provide evidence of their experience of family violence, or
- refer the debt on to a third-party debt collection agency where we become aware that a customer’s debt involves a situation of family violence.
Based on the information you provide we are able to provide you with a support plan based on your personal circumstances.
Your support plan may include:
- A short-term fixed/reduced repayment for an amount below the contractual repayment amount or below the minimum monthly payment;
- A short term moratorium or a deferral of repayments;
- Suspension or variation of interest and fees;
- Consider debt waiver or settlement for extenuating circumstances.
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 assistance with Zip?
Please visit our dedicated Financial Hardship page for more information and to apply, see here.
You can also discuss vulnerability and hardship with our Australian team on 02 8294 2345, Monday to Friday between 9:00am - 5:00pm AEST/AEDT.