Staying Safe and Sane

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Financial Hardship Teams

In New Zealand, banks have moved away from seeing family violence as a “private matter.” They now have vulnerability teams or financial hardship specialists specifically trained to handle economic abuse.

Here is how you can use these teams to untangle your finances and secure your future.

Banking Safety: The 11-Bank Support Network

Most New Zealand banks now have specialized Economic Harm or Extra Care units. They can help you open “shadow” accounts, freeze joint funds, and ensure your abuser cannot see your transactions.

  • The Big Five: BNZ (0800 085 222), ASB (0800 272 272), ANZ (0800 731 200), Westpac (0800 400 600), and Kiwibank (0800 113 355) all have dedicated trauma-informed teams.
  • Regional & Member Specialists: If you bank with TSB, The Co-operative Bank, SBS Bank, or Unity, call their main 0800 lines and ask for “The Specialist Support/Hardship Team” regarding a sensitive vulnerability matter.
  • Sector-Specific Care: Heartland Bank (Seniors/Reverse Mortgages) and Rabobank (Rural/Agri) have specialist protocols for elder and rural economic harm.

Crucial Tip: Open a “Safe Account” at a bank different from your partner’s. Ask for “Digital Only” statements to be sent to a safe email address so no mail arrives at your home.

1. How to Contact the “Right” People

Don’t just walk up to a regular teller at a branch; they may not be trained in trauma-informed care.

  • The “Domestic Violence” Hotline: Most banks have a specific, unlisted or direct-dial number for these teams.
  • The Keyword: When you call the general customer service line, say: “I need to speak with your Financial Vulnerability Team regarding a family violence situation.” This should trigger an immediate transfer to a specialist who won’t make you repeat your story multiple times.

2. What They Can Actually Do for You

The hardship teams have “Super-Powers” that regular bank staff don’t. They can:

  • Separate Joint Accounts: Usually, both people must sign to close an account. However, these teams can often “force-link” your portion to a new, private account so the abuser cannot see your spending.
  • Freeze Debt: If the abuser is “running up the credit card” to punish you, the bank can freeze the account immediately while you work out a legal split.
  • Repayment Holidays: If you have moved house and are struggling, they can offer 3–6 months where you don’t have to pay your mortgage or loan, giving you “breathing room.”
  • Address Masking: They can ensure your new physical address never appears on any statements that the abuser might accidentally see through a shared portal.

3. Dealing with “Coerced Debt”

If the abuser took out loans or credit cards in your name without your true consent (or through threats), this is Economic Abuse.

  • The New NZ Banking Code: Banks are now encouraged to look at “Coerced Debt” differently. They may be able to waive certain fees or even write off portions of the debt if you can provide a Police report or a letter from a support worker.
  • Credit Scores: If your credit was ruined by the abuser, the bank can help you place a “Credit Freeze” so no more loans can be taken out in your name.

4. Safety First: The “Digital Trail”

Before you call, remember that abusers often track banking apps.

  • Bank App Messages: If you communicate through the bank’s secure messaging, make sure you delete the “Sent” messages if the abuser has access to your phone.
  • The $0.01 Cent Message: Be careful—abusers sometimes send 1-cent transfers with abusive messages in the “Reference” field. The bank’s hardship team can block these specific transfers for you.

5. Where to Get Free Advocacy

If talking to the bank feels too scary or overwhelming, you don’t have to do it alone.

  • MoneyTalks (0800 345 123): A free, confidential NZ helpline that can assign you a financial mentor to talk to the bank on your behalf.
  • Good Shepherd NZ: The most direct way for someone to access this specialist support is Phone: 0800 466 370 – select Option 4, Email: Ehservice@goodshepherd.org.nz, Website: https://goodshepherd.org.nz/get-support/our-services/family-violence-economic-harm/ to access the referral form. Good Shepherd provides a nationwide Family Violence Economic Harm Service – which supports people experiencing the financial impacts of family violence. Specialists work one-on-one with clients (primarily by phone) to help them address the financial harm caused by economic abuse, such as unjust or coerced debt. The team advocates with creditors and organizations, supports access to family violence hardship provisions, and helps people rebuild financial capability and independence. This service is not an emergency or crisis response service.

Economic Empowerment Tip: Opening a “Secret Account” at a different bank (one the abuser has never used) is often the safest first step toward independence.