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Hardship help

If paying is getting hard, tell us — things pause while we talk

Job loss, illness, relationship breakdown, disaster — life happens. Asking for hardship assistance is a right under the National Credit Code, and with us it takes two minutes.

What happens when you ask

  1. Collections stop immediately. The moment your request is lodged, our system freezes arrears actions and late fees on your account.
  2. We respond within the legal timeframe. You'll get our answer within 21 days (the clock is tracked in our system, with adjustments if we need more information from you).
  3. We work out a variation together. Most commonly a payment pause of a few weeks with the term extended — your total never increases.
  4. If we say no, you get reasons and options. Any decline comes with written reasons and AFCA's details so you can have it reviewed for free.
Request hardship helpOr email the priority line

Free, independent support

The National Debt Helpline offers free financial counselling: 1800 007 007, ndh.org.au. You don't need our permission to call them, and talking to them never affects your account with us.

⚠ Hardship policy summary and letter templates pending counsel review (NCC s 72)