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Support for vulnerable customers

Providing you with care and support when you need it most.

Here for all life’s moments.
The difficult ones too.

We can all become vulnerable at different points of our lives. These include, but are not limited to situations of:

  • Family and domestic violence
  • Physical and mental health conditions
  • Elder abuse
  • Language barriers
  • Literacy (including financial literacy)
  • Financial distress or pressure
  • Gambling and other addictions
  • Vulnerability within Indigenous communities

How we can help you

If you're facing a challenging personal situation, you're not alone.
Talk to us so we can help or advise you of other support.

Hardship Care

If you're struggling with your Latitude repayments, we're here to help.

Hearing impaired?

We use the NZ Relay Service to ensure we are contactable for customers with a hearing or speech impairment.

Authorised Third Parties

If you would like Latitude to engage with an Authorised Third Party, please advise our Customer Specialists.

Get in touch

Request financial hardship help
If you're having trouble making your repayments, you can request help.

Apply for Hardship Care
Call our Hardship Care team
Mon to Fri, 8:30am – 5:00pm
0800 433 033
Mail our Hardship Care team
Latitude Hardship Care
PO Box 4058
Shortland Street
Auckland 1140
Customer Service
Mon to Fri, 9:00am – 6:30pm
0800 500 505

Other support is available

We train Latitude staff to recognise and support customers who are vulnerable including treating you with empathy and respect. In addition to our team, who can refer you to external support, we have also listed a number of support services that you can access below.

  • 105 is used for Police Non-emergency
  • If someone is in immediate danger, contact: 111