New course to strengthen support for consumers experiencing vulnerability

Developed by the Financial Education and Research Centre (Fin-Ed Centre) within Massey Business School's School of Accountancy, Economics and Finance, Working with Consumers in Vulnerable Circumstances: Principles and Professional Practice will go live in August 2026.

The course responds to growing interest across financial services, government and community sectors in building workforce capability to support fair, inclusive and effective consumer outcomes.

Course lead and Director of the Fin-Ed Centre Dr Pushpa Wood ONZM says awareness of consumer vulnerability has increased significantly in recent years, creating demand for training that combines research, ethical practice and practical application.

"While awareness of consumer vulnerability has increased, there has been a need for more structured training to equip practitioners with the skills and frameworks needed to respond effectively. This course provides a practical, academically grounded pathway to strengthen both professional practice and consumer outcomes."

Developed in collaboration with DebtManagers, the course draws on engagement with organisations across the financial capability, regulatory and community sectors. Contributors to this discussion have included the Ministry of Social Development's Building Financial Capability team, FinCap, Te Ara Ahunga Ora Retirement Commission, the Insurance and Financial Services Ombudsman Scheme, the Financial Markets Authority and a range of financial service providers and community organisations.

Participants will explore ethical frameworks, Te Tiriti o Waitangi-informed approaches and practical strategies for engaging with consumers experiencing vulnerability. The course also examines ways organisations can strengthen fairness, inclusion and consumer wellbeing through professional practice.

The course is designed for financial capability practitioners, financial mentors, financial advisers and professionals working across financial services, government and community organisations.

"Supporting people in vulnerable circumstances requires understanding, skill and the ability to apply best practice in complex situations. This course is about helping professionals build that capability," Dr Wood says.

DebtManagers Head of Strategic Partnerships and Engagement, Malcolm Phillipps, says the course will strengthen capability among professionals supporting people experiencing financial hardship and vulnerability.

“Recognising vulnerability and responding appropriately can significantly improve outcomes. By combining research and practical experience, this course will help build the skills and confidence needed to provide effective support.

“We are pleased to contribute our in-house experience to this initiative and provide scholarships for financial mentors, helping expand access to professional development across the sector particularly for those working with people experiencing financial vulnerability.”

The course brings together financial vulnerability, behavioural insights and practical skills in a way that reflects the realities professionals face across financial services and community settings. It is designed to support practitioners with applied learning they can take directly into their work.