Money worries and financial hardship

Life can bring all of us unexpected challenges. You’re not alone if you're worried about money. If you're concerned about missing a repayment or making your repayments going forward, get in touch right away. We can help you find a solution.

We understand that financial difficulties can be temporary or longer term. That’s why we have a range of options to help you get back on track.

We may be able to help you with:

• Lower payments for a period of time
• Payment breaks when you need breathing space
• Extended payment terms to make repayments more manageable
• Interest adjustments to reduce your repayment burden
• Flexible arrangements tailored to your situation

Your privacy matters to us.

All conversations are confidential and our team members are trained to handle your situation with care and understanding.

Asking us for help won’t affect your credit score or your ability to borrow in future. 

We’ll listen

We’ll talk through your situation, to get a clear picture what’s happening in your life. This conversation is confidential and judgement-free.

We’ll explore options together

Keeping your circumstances in mind, we’ll discuss what support we can offer and find an arrangement that works for you.

We’ll confirm everything in writing

We will provide an outcome in writing to your application for hardship assistance within 21 days.

If we have asked for more information to support your application we will provide an outcome in writing within 21 days of the information having been provided.

During this process

• We won't take any action to collect any sums you may owe us
• You’ll be treated with respect and sensitivity

We’ll give genuine consideration to your request for help, regardless of your loan amount or repayment history.

The sooner you get in touch, the more we can help. Our Customer Assist team specialises in helping customers through financial difficulties. They will take the time to understand your situation and work with you to find a solution.

You can call us between 8am to 5pm (Sydney time), Monday to Friday.

From within Australia:

1300 555 988

From overseas:

+61 2 8661 1902

We produce some guides that explain financial hardship. There is our standard hardship guide (PDF) as well as an easy-to-read hardship guide (PDF).

There are also many resources available from other organisations:

• National Debt Helpline – a not-for-profit that helps people tackle debt
• MoneySmart – an Australian government website that provides information and education on a range of money topics
• CreditSmart – a site run by the Australian Retail Credit Association (ARCA) with information and education on credit products like loans and credit cards
• Financial assistance hub – the Australian Banking Association (ABA) has put together useful information for people experiencing financial difficulties
• Personal crisis support – the Australian Tax Office (ATO) provides information and links to additional resources
• Way Forward Debt Solutions – a not-for-profit that helps people in financial hardship

Australia operates a comprehensive credit reporting system. Banks, credit unions and licensed finance companies share information about their customers’ credit accounts (including home loans, credit cards, permanent overdraft accounts, personal loans and car loans) with credit reporting bodies, who consolidate this information into a credit report.

Find out more about how credit reporting may affect you.

• Financial Hardship Assistance and Credit Reporting (PDF)
• Financial Hardship Assistance and Credit Reporting (Easy Read) (PDF)