FSF and Good Shepherd NZ launch sector-first framework to support vulnerable borrowers
The Financial Services Federation (FSF), in partnership with Good Shepherd NZ, has launched a new Code of Practice designed to help specialist lenders better identify and support customers experiencing economic harm from family violence.
The announcement coincides with growing sector momentum, with the FSF recently celebrating responsible, customer-focused lending at its 2025 Awards, which drew more than 200 industry leaders including Commerce Minister Scott Simpson and FMA CEO Samantha Barrass.
A framework to spot and respond to economic harm
Tania Pouwhare, Good Shepherd NZ chief executive, said economic harm often goes unnoticed without the right systems and training.
“Economic abuse can be more invisible than other forms of family violence, so it is important that lenders and service providers can spot economic abuse and have appropriate processes in place to support their clients,” Pouwhare said.
For FSF members, economic abuse may present as customers being unaware of debts taken out in their name or suddenly struggling to make repayments.
Co-designed with lenders to ensure practicality and safety
Lyn McMorran, FSF executive director, said the initiative leverages the strengths of both organisations.
“We know organisations like those that belong to FSF are committed to supporting customers experiencing harm and vulnerabilities, so working together to develop a code of practice allowed us to draw on our expertise to create a code of practice that we hope will ultimately help victims,” McMorran said.
The code also aligns with the FSF's renewed focus on ethical, consumer-centred lending – reinforced at the FSF Awards, where McMorran noted that specialist lenders now serve 1.5 million New Zealanders and are increasingly recognised as an essential part of the lending ecosystem.
A companion resource has been developed to help lenders apply the code in real-world scenarios.
“Family violence situations are complex," Pouwhare said. "Staff might want to help, but often don’t know the right way to go about it. The companion resource provides some options and examples for how organisations may respond to different situations when their customers [are] experiencing economic abuse.”
More industry codes to come
Further codes of practice will be developed for the energy, telecommunications, and financial advice sectors, with co-design work expected to begin in 2026.
What economic abuse looks like
Economic harm is recognised under the Family Violence Act 2018 and can include restricting access to money, preventing employment, damaging property, or taking out debt fraudulently.
More than 60% of Women’s Refuge clients report experiencing financial or economic abuse.
Support services
- Women’s Refuge: 0800 733 843
- Good Shepherd’s Family Violence Economic Harm Service: 0800 466 370
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