24 March 2020

COVID-19: Customer support and our action plan

The ongoing global outbreak of COVID-19 (or Novel Coronavirus) has changed the way we live, work and do business. At HSBC, we understand that these are challenging times for your business. Therefore, we are committed to helping you and your business in this difficult and uncertain time with extensive support and banking assistance, even as you work remotely.

Contact us

Call us on:

General enquiry

0508 443 924

Enquiry from overseas

+64 9 368 8880

We are constantly monitoring our teams across businesses and functions and meet regularly to assess the global situation and to manage local issues regarding the safety of our employees and the resilience of our businesses. We continue to take steps to protect our employees, clients and businesses based on recommendations from relevant authorities. Here are some steps which we’ve taken to ensure optimal business continuity for you and your business.

Remote capabilities

We have tested and prepared remote capabilities where applicable, allowing most of our employees to do their jobs away from the office. Our remote access capabilities allow employees to access systems and information that are available in the office locations. We have also invested heavily in our digital client channels to facilitate client activities and self-service functions.

Tested resiliency capabilities

We regularly plan and conduct test exercises for various adverse events and coordinate closely with regulators, vendors and industry parties, among others, as we strive for seamless and consistent execution. Our Client Service team has various means to answer inquiries, whether through service representatives at multiple call centres, through email or other digital channels.

Communications, awareness and proactivity

Our employees are provided regular updates and have access to online HSBC resources that include regularly updated information along with policies and processes to help them manage through this period. We have also enhanced hygiene measures across all our sites.

Enhanced digital support

To help you with your business continuity work environment, which may become virtual, or where conventional paper flow is not possible, you can take advantage of HSBC’s digital tools, such as our HSBCnet platform and HSBCnet Mobile App. We will assist customers to shift on to our digital platforms to enable transactional banking and the flow of trade to continue uninterrupted.

If you’d like to discuss further, please contact your Client Service Manager directly or our Global Liquidity Helpdesk on:

Phone: +64 9 918 8616 or 0508 443 924 (within NZ)

Fax: +64 9 368 8799

Email: global.liquidity.nzm@hsbc.co.nz

Hours: 8:30am – 5:00pm NZDT, Mon – Fri

Trade relief measures

To support your continued flow of commercial trade in New Zealand, we have also enacted a number of measures including the following:

  • If you are experiencing delays in receiving shipping documents from counterparties due to the COVID-19 situation, for example import documentary credit or import collection bills, HSBC will prioritise the issuance of shipping guarantees. This way, you can proceed in a timely manner for clearance of goods.
  • If you are impacted by late shipment and late presentation of documents, under import documentary credits issued by us, we are waiving amendment fees on the Letter of Credit as a gesture to help you manage the changes during this period. 

How we can help further

We are here to work with you on tailored solutions that will meet your needs. Please do let us know how we can help. Should you have any questions or concerns, please contact your Relationship Manager or any member of the HSBC New Zealand team, who will be happy to assist.

Lastly, please be aware fraudsters may try to take advantage during this time. HSBC will never ask you for any log on or security details, or ask you to generate security codes, over the telephone or through any other method of communication. Please remain vigilant at all times.

For more information on how to protect your business from cybercrime,

click here


In New Zealand, this document is distributed by The Hongkong and Shanghai Banking Corporation Limited, incorporated in Hong Kong SAR, acting through its New Zealand branch (“HSBC”) and is intended for reference and illustrative purposes only. It does not constitute an offer or advice for you to purchase from or otherwise enter into a transaction with HSBC or any of its subsidiaries or affiliates and nothing in this document constitutes a commitment or offer by HSBC to provide finance. Terms, conditions, fees, charges and lending, eligibility and suitability criteria apply. HSBC makes no representations that the products or services mentioned in this document are necessarily suitable for any particular recipient or appropriate for a recipient’s circumstances. HSBC encourages you to obtain legal, financial and any other relevant advice before entering into a transaction. The information contained in this document may include information from third parties who HSBC believe to be reliable but such information will not have been independently verified by HSBC. All information contained in this document is subject to change from time to time without any obligation on HSBC to give notice of such change to you.

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