We're here to help
We understand that life can take unexpected turns and catch us by surprise. That may mean you may be finding it hard to cope financially from time to time. You may have lost your job, suffered an illness or injury or have been impacted by a natural disaster or by COVID-19.
If you’re finding it hard to make ends meet, we want to talk to you about how we can help. We may be able to vary or suspend your repayments to help get you back on track. We can help the most if you get in contact with us as early as possible.
Support when you need it
We know that putting things back together is never easy and these situations can leave customers with unexpected financial stress.
We are here to work with customers in these circumstances to provide options to help get them back on track. If you’re in this situation, call a member of our team on 0800 003 391, Monday to Friday 8.30am – 5.30pm and discuss temporary hardship assistance.
There are also free public services which can also offer assistance, for example the Ministry of Social Development. You can call them on 0800 559 009 for emergency housing assistance.
The best way to let us help is to call us between 8.30am – 5.30pm on 0800 003 391
Send us a summary
We've also got a Financial Hardship Notice that you can fill in and send to us. We’ll call you when we receive it so we can work on a plan together.
You can email a copy of the completed notice to firstname.lastname@example.org
You can post us the completed notice to P O Box 4295, Shortland Street, AUCKLAND 1140
Our team is here to help
We will take the time to listen and understand your situation. We may ask you for some information and we will carefully consider how we can help get you back on course.
You may also find the following helpful:
Ministry of Social Development website, www.msd.govt.nz which provides information on crisis and special help available.
Citizens Advice Bureau website www.cab.org.nz which can offer free advice on housing and money.
Consumer Protection website www.consumerprotection.govt.nz which helps you to understand your rights in regards to credit, banking and finance.
Sorted website, www.sorted.org.nz which provides information on budgeting and managing your finances.