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Frequently asked questions

At NZ Recoveries, we're committed to working with customers to find better ways to resolve their debts. Our friendly staff are on hand to talk through all available options and help resolve any outstanding issues with a minimum of stress. If you've received a letter, SMS, email or phone call from us and aren't sure what to do about it, give us a call. We're here to help.
Why have you contacted me?

You may have received a letter, SMS, email or phone call from NZ Recoveries. This is because we have been advised by one of our clients that you have an outstanding debt owed to them and we have been instructed to engage with you to work through your options.

What should I do if I receive a message from you?

Firstly, and most importantly, don't ignore it. Check that the message and the account is genuine, and then decide on how best you want to proceed. Even if you don't recognise the debt or believe that you have been sent the letter in error, it is important to get in touch with us so that we can resolve any issues with the account as soon as possible.

How do I make payment?

All available payment options will be detailed in the correspondence you've received, alternatively they are available on Make a Payment page. However, if you have any questions, or need further information or support, please call us on the number provided. Remember there might be other options available to you.

What happens if I ignore a correspondences from NZ Recoveries?

If a client of ours feels that the letters, SMS or emails that we are sending on their behalf are being ignored, they may instruct us to escalate our efforts to recover the outstanding amount. It's important therefore that you make contact with us so we can work with you and help you find a solution to bring your account up to date. You'll find our staff to be friendly and professional in the way we deal with your enquiries.

How can I contact you?

To make sure that you speak with the right person, call the number provided in the correspondence you've received. If you don't have that on hand, please call us on 1300 363 394 and we'll put you through to the right department. 

I don’t believe that this debt is mine I don't owe this debt. What should I do?

If you believe that you are not the account holder and/or are not responsible for the debt, then it is important that you tell us why. It may be because the creditor's name is unknown to you, you can’t remember the debt or it’s from a long time ago. In some cases, it may be that the debt belongs to someone else. Your best option is to check whether the details we have for this account is correct. If there’s any issues, then please get in touch with us as soon as possible so we can take the matter up with the creditor on your behalf.

The person named on the letter does not live at this address. What should I do?

Not all customers keep their creditors up to date with their change of address and this can sometimes mean that the customer has moved. This means you may receive a letter at your address for someone who does not live there. All you need to do is tell us and we can deal with this quickly. Please get in touch with us so that we can update our records and ensure you don't continue to receive any further letters for this person.

I want to pay but can't afford to pay in full. What should I do?

We understand that not all customers can pay their outstanding debts in one full payment. Our friendly staff will guide you through all the available options to you and help you choose the best course of action. If an alternative arrangement is required to settle this the account, then we will work with you to set up something that is realistic, affordable and reflects your current financial circumstances.

I am experiencing financial hardship and cannot see how I can repay my debt. What should I do?

NZ Recoveries is dedicated to ensuring that the more vulnerable who could be experiencing financial difficulty, or other personal hardship are treated with respect, dignity, empathy, and compassion. We understand that people can experience situations in life that are out of their control, and that these unexpected and unintentional events can create stress, mental health, financial, and other unwelcome pressures. Our teams consist of support professionals trained to genuinely consider, identify, assess, and assist with financial hardship or situations, so please don't hesitate to reach out so that we can find the right soution for your circumstances.

I would like to nominate a third party to deal with you on my behalf. What do I need to do?

If you would like to nominate an individual or an organisation to be able to discuss your account with us on your behalf, then we are more than happy to do this. You can do this over the phone by calling us on the number provided in the correspondence you've received or on our contact page. Please note that for protection of your personal data we are required to obtain some information from you regarding your nominated third party, such as their name, address, telephone number, email address and their relationship to you.

Why do you need personal information and contact details from me before discussing my account?

We have an obligation to protect personal data. That means we have to make sure we're speaking to the correct person before we can disclose information about any account. If your contact details are complete and up-to-date, we are in the best position to discuss your situation and provide assistance.

Do you record telephone calls?

Yes, we record telephone calls for quality, compliance and training purposes.

Will this debt affect my credit rating?

Any debt that remains unpaid could make it difficult for you to obtain more credit. Depending on how long the account has been in arrears, it's possible that the original creditor has registered a default with a credit reference agency.

What is a credit reporting agency?

A credit reporting agency (CRA) is a company that collects, holds and distributes data from credit providers that pertain to a borrower's financial history. This information is then used to calculate your credit score and recorded on your credit report. The three largest CRAs in New Zealand are Experian, Equifax and Centrix. Each uses its own scoring system to determine your credit score.

How can I view my credit record?

You can check your credit file by contacting the credit reporting agency directly.

What does a default on my credit record mean?

A default means that there are no arrears in isolation to collect and the full outstanding balance is due. If this shows up on your credit file, it may make it difficult for you to obtain further credit, depending on the type of credit you apply for. Your credit file indicates to a new lender (from mortgage applications through to mobile phones) your track record in managing your financial commitments.

How can I repair my credit file in relation to this account?

Any payments you make towards an outstanding debt is updated with the original creditor. They will then use this information to update the credit reporting they use to ensure your file reflects this. Once your outstanding balance is cleared, the account in question will be revised as satisfied or partially satisfied depending on how the debt has been settled.

What happens if I don't keep up my repayments?

To successfully manage your account all you need to do is keep us up to date of any changes. We know that life can sometimes throw curve balls and if you find yourself struggling to keep up with repayments then you must contact us ideally before the payment is missed. If you stop making payments and don’t tell us, it’s more difficult for us to help, and you may be asked to pay the remaining balance in full. The best solution at all times is to keep us up to date.

What do I do if I wish to dispute the debt?

If you believe that the debt isn’t valid, or you have a concern about the debt being communicated with you, then contact us as soon as possible so that we can work with you and the creditor to resolve the debt.

What is our complaints process?

We always aim to provide the highest quality service, but if you feel that we’ve got something wrong, or we could have done better, then we want to know so we can continue to improve our services. To help us address your concerns use the form on our Contact Us page and we'll be in touch to reolve any issue as quickly as possible.

Where can I go to find extra help?

There are several different debt advice services available in New Zealand, and most are free.

Sorted is a free government-backed website, provided by the Commission for Financial Capability. It’s designed to help New Zealanders of all ages, backgrounds and incomes improve their financial wellbeing.

MoneyTalks is a free, independent and confidential service that helps people manage debt and financial pressure. They have trained financial mentors who can provide practical support and guidance. You can call MoneyTalks on 0800 345 123 or free text 4029. The helpline is available Monday to Friday, 8am to 8pm, and weekends from 10am to 2pm.

FinCap (the National Building Financial Capability Charitable Trust) supports a nationwide network of financial mentors who provide free, independent and confidential budgeting and debt advice services.

I am feeling overwhelmed and think I need extra support – who can I contact?

Our staff at NZ Recoveries are trained to support you in working through your debt, but we understand there are times when additional professional support may be helpful. If you’re feeling overwhelmed, we strongly encourage you to reach out. Some options include:

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