Complaints Policy - New Zealand


We InDebted New Zealand Ltd (Company Registration Number 7686518) (InDebted NZ) are a debt collection agency focused on customer experience and providing people with the tools they need to easily resolve their accounts. We have been appointed by your credit provider to help you manage your loan and repayments under it.

Financial Hardship

We understand there may be times when your personal circumstances change unexpectedly (for e.g. you have lost your job, suffered an illness, been affected by a natural disaster or are experiencing a reduction in your income) and are having trouble in meeting your payment obligations under your credit contract, we encourage you to contact us as soon as possible.

You can also get free and confidential advice from the Building Financial Capability (BFC) services offered by the Ministry of Social Development which offers a range of services and products that help people, families and whānau to build their financial capability and resilience. You can contact the free financial helpline MoneyTalks for confidential advice and to be connected to BFC services.

Complaints policy

Our Internal Dispute Resolution Scheme

If you are unhappy with our services, it is important that we hear about it so we can make things right for you.

We have an established complaints handling process and is committed to properly considering and resolving all complaints.

If you have any concerns or wish to make a complaint about our services, please lodge a complaint through this form and include the following information:

  1. your full name;
  2. contact details;
  3. description of your Complaint; and
  4. the outcome you’re looking for, please include as much information as you can to help us resolving your complaint.

We will attempt to resolve any complaint we receive as soon as possible. This way we can ensure that we are performing our services to all our customers to the high standard we pride ourselves with and reduce the chance of having any complaint escalated.

Our Details

This Debt Collection Guide is provided by InDebted New Zealand Ltd (Company Registration Number 7686518).

This Debt Collection Guide is Version 1 dated 1 October 2021