Once we have received your enquiry, we will work with you to complete the Hardship Assistance application. A decision on your application will be provided to you within 21 days. If we need to discuss your application further, we will aim to contact you within 5 business days.
Solutions are assessed on a case by case basis. You may need to provide some further information such as Centrelink documents, medical information, employment status, proof of income, liabilities and expenditure. If this is required, we will make contact and discuss these requirements with you.
Assistance could include flexible payment arrangements, variations to your loan repayments or an extension of the loan period. We are committed to working with you to provide a solution that will better your financial position.
Your credit report will not be affected during the period of a Hardship Assistance Agreement provided the obligations of this agreement are met.
There will be no collections activity during any approved assistance period provided you comply with the terms of the new arrangement.
Yes, we’re happy to talk to a relative, friend or financial counselling organisation about your accounts. We’ll just need your authorisation first to maintain your privacy.
We will advise you in writing of the reason. You may wish to seek further financial advice from a financial counsellor or other third party, about the options available to you.
If you are not satisfied with our response or handling of your complaint, you may be able to lodge your complaint with a free, independent external dispute resolution scheme. The contact details for AFCA are set out below.
Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
If this is the case, please contact our loans support team who will re-assess your situation.
