Experiencing Financial Difficulty?

If your situation has changed and you are experiencing financial difficulty, please let us know as soon as possible so that we can assist you.

We encourage you to communicate with us early, openly and honestly about your situation so that we can offer the appropriate assistance and try to find a solution for your repayment issues.

If you contact us to discuss your situation, we may be able to vary your obligations and help you avoid fees and interest.

If you do not pay and fail to contact us, you may incur fees and interest and your credit record may be impacted. We may also commence enforcement action.

For assistance with financial difficulty, please contact our financial difficulty team on:

We are available to assist you from 9 am – 6 pm (NZST) Monday to Friday.

You may have statutory rights under section 55 of the Credit Contracts and Consumer Finance Act 2003. This may include the right to request changes to your credit contract if unforeseen circumstances cause hardship, eg illness, injury, loss of employment, or the end of a relationship.

The statutory hardship process may allow you to ask for changes to:

• extend the contract term by reducing the amount of each payment;
• postpone payments for a set period (payments holiday); or
• extend the term of the contract and postpone debt repayments for a specified period of time (payment holiday).

Where you make such an application, we will:

• acknowledge your request for hardship within five working days;
• ask for more information within 10 working days if we need it to assess your application;
• make a decision within 20 working days; and
• comply with the lender responsibility principles.

You can apply to the Courts if we refuse your request.

It is important to act promptly as you may lose your statutory right under s55 if you get too far behind.

This is not a full statement of your rights under section 55 of the CCCFA.

If you have concerns about your finances, you can get free and confidential advice from an independent service. Moneytalks is an independent and confidential financial mentoring service which is completely free.

You can reach Moneytalks on 0800 345 123 or contact them at:

PO Box 25332
Featherson Street
Wellington New Zealand
help@moneytalks.co.nz
www.moneytalks.co.nz

If you are unhappy about any aspect of our service, including decisions relating to financial difficulty assistance, ask to speak to a manager. If you remain dissatisfied, you can contact our Customer Care team directly on:

customercare@walletwizard.co.nz
0800 480 430
PO Box 83000, Johnsonville,
Wellington 6440
New Zealand

We will work with you in good faith to resolve your complaint. If your complaint remains unresolved, you may raise your concerns with our external dispute resolution provider, Financial Services Complaints Limited ('FSCL'), who are able to provide a free and independent service to help investigate or resolve your complaint. You may contact FSCL by calling 0800 347 257 or visiting www.fscl.org.nz or writing to them at PO Box 5967, Wellington 6011.