Remember: It’s important to be open and honest about your personal circumstances and financial situation so we can determine if, and how, we can help you.

We ensure that all applications are reviewed and assessed relative to the timelines set forth by the NCCP Act concerning responses to Hardship claims:

• Respond within 21 days upon receipt of the Hardship notice if sufficient information is available to determine contract modifications.
• Reply within 28 days from the requested information date in cases where additional information was sought but not received.
• Provide a response within 21 days from the information receipt date in instances where further information was requested but not yet provided.

Step 3: Provide information.

If you think you may be in Financial Hardship contact our Customer Service team on 1300 189 823.

The Customer Service team may ask you for some information to help us assess your financial situation and understand how your personal circumstances have changed and whether you expect them to improve in the future.

The type of information we will need depends on a number of factors but may typically include evidence of your financial position (income, expenses, assets and liabilities), evidence of employment and income, such as payslips and evidence of any medical circumstances.

Step 4: Keep talking to us.

You should make sure you only offer to pay what you can afford after you've considered your overall living expenses. If we offer a hardship arrangement and you accept, we'll provide you with details of the arrangement and, if applicable, a new repayment plan. You'll need to make sure you meet your side of the agreement. If you can’t meet the terms of the new repayment plan, you should contact us as soon as possible to discuss your situation.

Where to go for more information or assistance

Australian Securities and Investments Commission's ‘MoneySmart’ website provides information and tools to help you make the most of your money.

After speaking to us, you may wish to seek advice from an independent financial counsellor about your options by calling 1800 007 007. For more information, visit the National Debt Helpline website.

National Debt Helpline was developed by financial counsellors and has simple step-by-step guides explaining how to fix common debt problems. 

If you're not satisfied with the support we have provided, you've got the right to lodge a complaint with us and with other parties (such as the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA)). 

AFCA is an independent complaints scheme and is free. Only go to AFCA after you’ve tried to resolve things with us, as AFCA won't deal with your dispute unless you've first given us the chance to put things right. 

AFCA can be contacted at: 

Online: www.afca.org.au

Email: i******@a******

Phone: 1800 931 678 (free call) 

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001 

Remember: It’s important to be open and honest about your personal circumstances and financial situation so we can determine if, and how, we can help you. We understand that circumstances in life do change, and we’re here to help.