Consumer Hardship Assistance

Life happens. We want to be here for you as much as possible when it does.
If you have been impacted from a natural disaster, job loss, an unforeseen illness or injury or had another unexpected change in circumstances, it is important that you speak with us as soon as possible as we may be able to offer you a temporary period of financial hardship assistance. The sooner we know about your change in circumstances, the sooner we can work with you to try and find a solution, where possible.

If you are experiencing hardship, we also encourage you to seek advice from a financial counsellor through a free service. For information and resources that may be available to you (see links below).

• Speak with our Hardship Team today by calling 1300 949 457, or click here to obtain a copy of our Hardship Application form. The form can be printed or completed on your smart phone or other smart devices. Once you have completed the form, please send it to [email protected], with any relevant supporting information and documentation.
• In order for us to assess your request, we will ask for information about your current financial situation. Depending on your reason for requesting hardship assistance, we may also ask you to provide us with supporting information and documentation such as:
  1. Bank statements
  2. Centrelink Income Statement
  3. Pay slips
  4. Medical documents
  5. Separation Certificate
  6. Details of other hardship arrangements you have with other providers/creditors
  7. Any information or documentation relevant to/supporting your circumstances

Everything you tell us, or provide to us, is treated as confidential.

• Once we have your request, along with your supporting documentation, our Hardship team will review your information. It is important that you are honest and open about your financial situation and personal circumstances. The information you provide can help us to tailor an arrangement which is relevant to your circumstances.

  Each application is assessed on a case-by-case basis. 

•  You will receive written notice of the outcome of your application as soon as possible but within 14 days of us receiving your information and documentation.

Hardship assistance, if approved, is designed to assist you get back on track to meet your financial obligations. It is not a long term solution, and we may need to discuss other options with you that better suit your personal situation.

Have other questions about applying for hardship assistance?

Think that you might be experiencing financial hardship?

Have a chat with one of our team today on 1300 229 175.

We currently do not record your hardship assistance on your credit file and therefore it doesn’t affect your credit rating.

The information and documentation you provide can help give us a clearer understanding of your situation, and how we might be able to help you during this time.

We may be able to provide you with short to medium term assistance, depending on your circumstances. If your situation is long term or permanent, we may be limited to what options we can provide.

Our Hardship Team may need to contact you, but all collections and enforcement action is stopped while your hardship request is in progress.

If you do have a debt with another borrower, either borrower can individually request hardship assistance.

Our Hardship Department will be in contact with you before your hardship assistance is due to conclude.

If you are not satisfied with the decision of your Hardship Application, please contact our Internal Dispute Resolution Team.

You can authorise a third party, such as a Financial Counsellor, to assist you to make your hardship application. You will need to sign an Authority to Act form to give them authorisation to speak with us..