eccuity Invest Extra Care Customer Statement

Background

At eccuity Invest, we recognise the diversity of our customer base, understanding that certain individuals may be more vulnerable than others due to personal circumstances or may need extra assistance. It is our steadfast commitment to treating our extra care customers fairly and ensuring that they receive the same level of service and support as all our valued clients.

Definition of Extra Care Customers

An extra care customer is identified as an individual who, owing to personal circumstances—whether permanent or temporary—may face a disadvantage when engaging with financial services providers. The categorisation of extra care encompasses four primary areas:

• Health: Conditions affecting day-to-day tasks, including mental or physical disabilities, illness, or injury.
• Life Events: Instances such as bereavement or job loss.
• Resilience: Low ability to withstand financial or emotional shocks, exemplified by low or unstable income, overindebtedness, or unemployment.
• Capabilities: Limited knowledge of financial matters or confidence in managing money (financial capability), as well as low capability in other relevant areas such as literacy or digital skills.

Our Commitment

To ensure the well-being of our extra care customers, we have established the following principles:

• Staff Training: Our team undergoes continuous training to recognise signs of extra care customers and respond with empathy and understanding.
• Clear Communication: We prioritise clear and accessible communication, avoiding technical jargon and offering multiple communication methods to suit individual preferences.
• Risk Assessment: Regular risk assessments are conducted to identify and monitor potential vulnerabilities among our customer base to ensure the safety and security of our extra care customers.
• Supportive Measures: When identified, extra care customers may be provided with additional support, including customised assistance tailored to their needs.

How to Notify Us

If you believe you may be an extra care customer or are aware of any extra care you may need, please inform us promptly. You can contact our dedicated support team at [email protected].

External Support

Depending on your circumstances, external support is available from organisations such as:

• Citizens Advice Bureau — Free budgeting advice
• Mental Health Foundation — Mental health issues
• Work and Income — Help with job support
• Blind Citizens NZ — Visually impaired support
• Supporting English Language Learners — Support for people whose second language is English
• Moneytalks Free Financial Help-line — Support for people who need free financial advice
• Natural Disaster Support — Government and community support for those affected by an adverse event, like a natural disaster, or severe weather
• Healthify NZ — Support services and information for people experiencing grief or loss
• Digital Equality NZ — Support for digital equality
• Healthify NZ — Support services and information for people struggling with addiction
• NZCL — Flexible disability support
• CAP NZ — Debt help
• Asylum Seekers Support Trust NZ — Support for asylum seekers in New Zealand
• Citizens Advice Bureau NZ — Support for learning about your consumer protection rights
• Deafblind Association NZ — Support for people who struggle with deafness, blindness, or both

Extra Care Customer Risk Assessments

Before the release of any of our social campaigns, new features, user interface and policy changes, we undertake risk assessments to ensure none of our potentially vulnerable customers can be negatively affected by changes that we develop.