Had an issue with

Zip

? Get a real response.

Zip customers can raise complaints through several free and accessible channels:

• 📞 Phone: Call (02) 8294 2345 (Mon–Sat, 9am–5pm AEST). Select option 3 for business accounts. You’ll receive a case reference number.
  
  
• 📝 Online Form: Use the Zip Complaint Form to log your issue. A ticket will be created and sent to your email for tracking.
  
  
• 📧 Email: Send complaints to complaints@care.zip.co with your details and issue.
  
  
• 💬 In-App/Chat: Use the Zip app or website chat (“Zigi”) and state you want to lodge a formal complaint.
  
  
• 📮 Mail: Write to: Complaints Officer, Zip, 7/180 George Street, Sydney NSW 2000.
  
  

💡 Tip: Always provide account info, order/transaction numbers, and screenshots (if relevant).

Here’s what to expect:

• Acknowledgement: Within 1 business day (or as soon as practicable).
  
  
• Investigation: Assigned to Zip’s internal dispute resolution team or a case manager.
  
  
• Timelines:
  
  
  • Initial response: within 10 business days.
    
    
  • Final written response: within 30 days (or 21 days for financial hardship/credit issues).
    
    
• Updates: Zip will keep you informed. If they resolve your case within 5 business days, they may not issue a formal response unless you request one.
  
  
• Resolution: Could include reversal of fees, correction of billing errors, or account adjustments.
  

💡 Expect professional, transparent communication until you confirm the matter is resolved.

The most frequent Zip complaint themes include:

1. Unexpected Fees: $99 establishment fees or monthly charges surprising customers.
   
   
2. Billing/Payment Errors: Unauthorised transactions, incorrect balances, or refund delays.
   
   
3. Customer Service Delays: Slow responses or difficulty reaching support.
   
   
4. Account Access/Verification: Account holds, upgrade denials, or identity verification problems.
   
   

💡 Tip: Keep detailed records of fees, payments, and communications — this helps Zip resolve issues faster.