Financial hardship support

• We pause collection. While we look at your request, we stop asking you to repay what’s owed.
• We keep it private. We never discuss your situation with your manager or colleagues. We only contact your employer with your consent or where the law requires it.
• We explain our decision. You’ll get our decision in writing, with reasons, and you can ask for a review.

Financial hardship can happen to anyone. Common reasons include:

• illness, injury or disability
• losing income, such as unpaid leave, reduced hours or the end of your job
• a partner losing their job
• relationship breakdown, or family and domestic violence
• a death in the family, or new caring responsibilities
• a natural disaster
• unexpected costs from moving for work
• a large unexpected amount owing on your package or lease, such as an FBT shortfall

Call or email us using the details above. After you contact us, we’ll send you a short Financial Hardship Request Form by email. It helps us understand your situation, but you don’t have to use it: we can take your details over the phone instead.

Someone else can contact us for you, such as a financial counsellor, family member or lawyer, with your permission. For help with English, call the Telephone Interpreter Service on 131 450 and ask them to call us on 1300 840 881. Relay services are also available.

1. We pause collection. From your request until we decide, and for at least 20 business days.
2. We confirm we’ve received your request. You’ll get a named case officer and their direct contact details within 1 business day.
3. We talk through your situation. We discuss what’s changed and what you can afford. We only ask for information we need, such as recent payslips or bank statements, and we’ll ask within 5 business days. You’ll have 21 days to send it, and can ask for more time.
4. We let you know our decision. In writing, with reasons, within 21 days of receiving what we need. If we can help, we’ll set out the arrangement and when we’ll review it.
5. We check in before it ends. We’ll contact you at least 10 business days before your arrangement finishes, or sooner if things change.

Every situation is different. Depending on yours, we may be able to offer one or more of these options.

Your lease is with a financier, and the financier decides on any change to your lease repayments or term. Financiers have their own hardship processes. With your permission, we’ll:

• tell you how to contact your financier’s hardship team
• give the financier the information it needs about your package
• line up any lease change with your deductions and running-cost budget
• point you to free financial counselling before you agree to anything

Sometimes your account can go into debit, for example if a benefit is paid before your deductions start, or when your employment ends. If this happens, we’ll:

• tell you quickly, by text, app, email or phone, with the amount, why it happened and your options
• offer ways to repay, including instalments
• not charge interest or collection fees unless your agreement allows it
• never discuss the debt with your manager, colleagues or family
• stop collection straight away if you tell us you’re having trouble paying

If you’ve finished with your employer and still owe an amount, we’ll send you a final statement and work with you on a way to settle it. See our full Debt Management Policy.

You can ask for a review. A senior manager who wasn’t involved will look at it within 10 business days, and collection stays paused while they do.

You can also make a complaint at any time. If you’re still not satisfied, you may be able to contact the Australian Financial Complaints Authority (AFCA), a free and independent service: afca.org.au, 1800 931 678.

No. You can ask as soon as you think you might have trouble paying. The earlier we know, the more options we usually have.

We don’t tell your employer about a hardship request without your consent, unless the law requires it. You don’t need to tell your employer either.

No. Collection stops from the moment you ask for help until we’ve made a decision, and for at least 20 business days.

Yes. A financial counsellor, family member, lawyer or other representative can contact us for you, with your permission.

No. Once you contact us we’ll email you a short form, which can make things quicker. If you’d rather, we can take your details over the phone.

It depends on your circumstances. Help can be short-term or longer. We’ll agree a review date with you and check in before your arrangement ends.

No. There’s no fee to ask for or receive hardship help.

We’ll explain why in writing, tell you about any other options, and how to ask for a review or make a complaint.