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We are open during standard business hours:

Monday:         8.30am - 5.30pm
Tuesday:         8.30am - 5.30pm
Wednesday:   8.30am - 5.30pm
Thursday:       8.30am - 5.30pm
Friday:             8.30am - 5.30pm

Unfortunately, we do not operate on Public Holidays.

All supporting documents must be received no later than 4.30pm in order for us to process your application on the same day.

If you apply for a loan over the weekend, your application will be reviewed on the following business day.

 


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To assist us in responding promptly to your enquiry, please complete all fields if possible.

GENERAL QUERY

I'm concerned I won't be able to meet my repayments, what should I do?
If you are having problems meeting your repayments, please contact us early on:

Collections Team Phone 0800 327 855

Our collections team will listen to your situation sympathetically and will endeavour to come to a suitable altered repayment arrangement with you.

See below for:
* Costs & consequences of missing a payment (without our agreement)
* Costs & consequences of an altered repayment arrangement

What are the costs & consequences of missing a payment (without our agreement)?
If you miss a payment (and this has not been agreed with us BEFORE you missed the payment) we can charge you default interest, default fees and other charges.
Click here to see the fees and interest applicable on a default.

We strongly recommend you contact us as soon as you think you might miss a payment.
If you contact us immediately after you missed a payment we MAY be able to reduce or remove any default interest or fees.
If you wait until we contact you about a missed payment then default interest and fees will usually be charged.

What are the costs & consequences of an altered repayment arrangement?
If we agree an altered repayment arrangement with you then generally this will mean you are making smaller repayments and/or making repayments over a longer period.
Both of these will mean you are incurring interest for a longer period than expected.
So you will most likely pay more interest.
You will also be charged a small fee for the altered repayment. Refer to our cost of borrowing page.

To avoid additional interest charges, you may wish to explore ways of repaying your loan earlier e.g. borrowing money from another source (family, friend, bank etc), selling an unnecessary asset, reprioritising your use of the cash you do have available etc

What if I am suffering Unforseen Financial Hardship?
If you are suffering from a genuine unforseen financial hardship and you wish to make a formal hardship application, please click below and complete the online screen to request a financial hardship application form and guide.

We try hard to look after our customers, but unfortunately on rare occasions problems can arise.

Suggested First Step
If you have a problem or complaint we ask that your first try to resolve this with one of our service team members. If you are still not happy please ask to speak with their manager. We find most issues will be resolved at this stage.

Raising a Formal Complaint
However if you are still not satisfied, please complete the following form and your complaint will be sent directly to our Compliance Manager for prompt resolution.

LODGE A COMPLAINT

What happens now?
We have an internal process to deal with complaints which are dealt with by our compliance team who operate independently from our lending and collections teams. We undertake to investigate your complaint and propose a resolution to you promptly (usually in 1-3 days).

After our internal review:
If you're still not satisfied with the resolution offered by our compliance team you can contact our independent disputes resolution scheme operated by Financial Services Complaints Ltd ("FSCL") and approved by the Ministry of Consumer Affairs.
FSCL may be contacted at:
Phone: 0800 347 257
E-mail: info@fscl.org.nz
Website: www.fscl.org.nz

There is no cost for you to use the services of FSCL.
FSCL generally does not deal with complaints about fees or interest charges unless such fees and/or interest charges are not in accordance with your loan agreement.

We understand that unforeseen circumstances can occur after you have taken out a loan that may result in difficulty with your repayments. We have an avenue called Unforeseen Financial Hardship, which could help in situations like these.

WHAT CAN I APPLY FOR?
Ultimately, it’s important to remember that Borrowers who have their contracts varied, because of Unforeseen Hardship will still repay their loan in full – it may just take longer than initially expected.

You can apply for one of the following options:
1. An extension to the term length of your loan – this will reduce the amount you pay with each repayment, but increase the number of repayments;
2. Postpone some of your repayments for a set time; OR
3. A combination of the two – e.g. extend your term and get a postponement of some of your repayments.

Please note that with any of the above options, by extending the term of the loan and/or postponing the payments for a set time – in most cases, this increases the total repayable amount (as the interest and/or default interest will then run for a longer period).

Not all applications will be successful, and there is stringent criteria that a Borrower must fall into in order to have an Unforeseen Hardship variation granted.

WHO CAN APPLY FOR HARDSHIP?
Anyone may apply for a hardship variation, however the application must relate to an unforeseeable cause that occurred after the loan was taken out, for it to be approved.

The law does limit who can apply for a hardship variation, however our current policy is to receive all genuine hardship applications for assessment. It is imperative that you contact us as soon as possible if you are unable to meet your debt repayments, as there is a limited time to make a hardship application whilst in default (see below):

You are eligible to apply for unforeseen substantial financial hardship if:

1. You have not been in default for more than 2 months; and
2. You have not missed 4 or more payments; and
3. You have not previously applied for hardship in the last 4 months (unless your current application is due to materially different reasons than the last application); and
4. The cause of your financial hardship was NOT reasonably foreseeable to you at the time you took out the loan.

ARE THERE OTHER WAYS I COULD BE DECLINED?
If you knew or reasonably suspected you would be made redundant, or needed an operation before you took out the loan then your hardship application may be declined.
Pre-existing injuries, the ending of fixed-term/temporary contracts, resignations, or terminations due to employee misconduct or contract breaches, are usually not considered unforeseen events and may cause your application to be declined.

If you have suffered an unforeseen event since taking out your loan affecting your repayments (and you feel you may be eligible) you can request a hardship application form here:

REQUEST FOR HARDSHIP APPLICATION FORM

WHAT HAPPENS NEXT?
Once you have submitted your request you will be sent an application form within 48 hours, to complete.

This form sets out a series of questions which, when completed, will enable us to promptly assess your application.
Please be specific with dates, times, amounts to avoid further follow ups or delays in processing your application.

Please Note:

1. Standard interest, fees, scheduled direct debits and collection activity(default interest, fees, reminder texts and emails, etc.) do not stop whilst you are applying for financial hardship. The decision to stop any or some of these, is made by the Hardship Department if your application is approved.

2. To be approved, your financial hardship must have been unforeseeable at the time you took out the loan. We will generally need proof of this, so please provide it with your application. E.g. Letter from Employer showing your redundancy/Letter from ACC re: an accident, etc. (refer to our emailed Guide for further examples).

HOW LONG DOES THE WHOLE PROCESS TAKE?
The speed at which the application is processed, mainly depends on how prompt you are at getting your completed application through along with the relevant documents to support your application. 

Once we receive your completed application, we have the below legislative time frames to work within:
Within 5 working days – We must acknowledge receipt of your completed application.
Within 10 working days – We must request any additional information/documents to support your application.
Within 20 working days (or 10 working days after receiving additional information/documents) – We must make a decision (decline or approve) on your application.

CAN I APPLY ANOTHER WAY?
Yes, you can apply for hardship by contacting us (in writing) at:
Fax: 0800 001 477
Postal Address: P O Box 11187, Ellerslie, Auckland 1542
E-mail: hardship@zethus.co.nz

You will need to provide your loan number and specify the reasonable unforeseen event (e.g. illness, injury, loss of employment, end of a relationship or other reasonable cause) that led to your inability to meet your repayment obligations.

Whilst we will process all applications in accordance with legislative time frames it is likely an application not submitted on our standard form and without required supporting documents may result in a slower assessment time. Therefore we recommend you request a hardship application form by completing the information requested above.

WHAT IF I DON’T MEET THE ELIGIBILITY CRITERIA?
If you don’t meet the legislative criteria or time frames as set out in the CCCF Act, we still want to hear from you to discuss your situation. Our collectors maybe able to offer something similar and will work with you to make your remaining loan repayments more manageable.

We understand that unforeseen circumstances can occur after you have taken out a loan that may result in difficulty with your repayments.

 

The only events to which the repayment waiver may apply are as follows:

  1. Total Disablement – An accident causing total physical disablement for not less than 7 consecutive days.
  2. Serious Illness – Any illness which shall independently of any other cause be the sole and direct cause of total disablement which prevents you from engaging in your usual business or occupation for a period of not less than 7 consecutive days.
  3. Redundancy – Officially notified redundancy from full time employment provided that you have been in permanent employment for at least 3 consecutive months prior to the notified redundancy.
  4. Death – your death.

If you have taken the optional Repayment Waiver and believe you have a valid claim, you can request a Repayment Waiver application form and instruction guide on this page. If you are unsure whether you have selected the Repayment Waiver please refer back to your contract.

Repayment Waiver application form and guide request:

REQUEST FOR REPAYMENT WAIVER APPLICATION FORM

What happens next?

Once you have submitted your request you will be sent an application form to complete.
This form sets out a series of questions which, when completed, will enable us to promptly assess your application. Depending on the reason for your application you will likely need to provide supporting evidence such as bank statements, medical certificates or letters from your employer.

Can I apply another way?
Yes you can apply by contacting us (in writing) at:
Fax 0800 001 477
Postal Address PO Box 11187, Ellerslie, Auckland 1542
E-mail

You will need to provide your loan number and specify the event giving rise to your claim (e.g. illness, injury, redundancy, death).

Whilst we will process all applications as promptly as posible. It is likely an application not submitted on our standard form and without required supporting documents may result in a slower assessment time. Therefore we recommend you request a Repayment Waiver application form by completing the information requested above.

What if I don’t meet the repayment waiver criteria?

If you don’t meet the criteria outlined above (or in your contract), we still want to hear from you to discuss your situation. Our collectors may be able to offer something similar and will work with you to make your remaining loan payments more manageable. Please visit "Repayment Problems" (futher up on this page) instead for our collection contact details.

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Contacts

Business Hours

  • Monday-Friday: 8.30am to 5.30pm
  • Saturday: Closed
  • Sunday: Closed

Questions?

Any questions, please ask as we may be able to assist you.

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