At Zurich we take our Privacy obligations very seriously and are committed to ensuring compliance in accordance with the Privacy Act 1988 (Cwlth), ACCC Debt Collection Guidelines, National Privacy Principles, Code of Conduct and Competition & Consumer Act 2010 at all times. Click here to view our privacy policy.

Making a Complaint

Zurich takes complaints very seriously and as such have in place a formal complaints and dispute resolution process which enables prompt and efficient management of any/all complaints, ensuring actions undertaken provide customer satisfaction and comply with all legal and regulatory requirements Click here to view our Complaints & Dispute Resolution Policy.

If you have any concerns or complaints, firstly please contact us and we will do our best to resolve your concern quickly and fairly.

You can lodge a complaint to us as follows:

By Email:

By Mail:

Attention: Privacy/Complaints Officer
Private Bag 6
Mitcham VIC 3132


1300 658 554


Whilst we attempt to resolve all disputes/complaints without the need for escalation to an independent external dispute resolution provider ("EDR"), if you are not satisfied with the outcome of our internal process, you are entitled to refer your complaint to the Australian Financial Complaints Authority (AFCA) our (EDR) provider, details are as follows.

Credit Default Listings

Should you have a Complaint relating to a credit default listing, please give us the opportunity to resolve this directly with you. In the event a satisfactory outcome isn't achieved, an option available to you is to request the relevant bureau conduct an investigation for ensuring all compliance requirements were met for lodging the default listing. This is a free independent service available to you, initiated by contacting the relevant bureau directly. Please be advised that engaging the services of a credit repair company can result with you incurring significant costs and will ultimately result in requests for removal being unsuccessful, providing compliance requirements have been met.

Australian Financial Complaints (AFCA)


1800 931 678


9.00am - 5.00pm

Postal Address:

GPO Box 3
Melbourne Vic 3001

Member No:


Financial Hardship

We understand and recognise that some customers may experience a change in circumstances such as a sudden illness, death in the family or job loss that impacts their ability to pay and meet their financial obligations as they fall due or for a period thereafter.

We are committed to helping where financial hardship is being experienced and have in place a process and policy to support this. Click here to view our Financial Hardship policy.

If you believe you are in Financial Hardship, it is important that you contact us as soon as possible so we can assist you.

As part of this process, we may request some additional information and/or documentation regarding your income and expenses to assist us with assessing your individual circumstances for identifying a suitable solution. The outcome of this may include implementing;

(a) A mutually agreed and sustainable payment arrangement
(b) Placing a temporary freeze on repayment
(c) Providing you with an extension of time to pay

If you would like to speak to someone about your situation, please don't hesitate to contact us via the details provided below;

By Email:

By Mail:

Private Bag 6
Mitcham VIC 3132


1300 658 554


Financial Counsellor Assistance
There are a number of free and independent services available to assist people experiencing financial difficulty. We recommend Kildonan (UnitingCare) who can be contacted on free call 1800 002 992. Alternatively, the National Debt Helpline can be contacted on free call 1800 007 007. You can also visit to find your nearest Financial Counsellor.


Zurich Capital Finance Pty Ltd.


11 147 034 697

Australian Credit Licence: