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BSB 704-191

Financial Difficulties

Financial difficulty is more common than you think, we understand life can take an unexpected turn and we’re here to help.

Financial difficulty and hardship support

What is financial difficulty?

If your circumstances have changed, and you’re finding it hard to pay your debts on time, it’s likely you’re experiencing financial difficulty or hardship.

Financial difficulty can arise from events such as:

  • unemployment

  • serious illness or injury

  • family and domestic violence

  • the loss of a loved one

  • natural disasters

  • a relationship breakdown

  • COVID-19


How we can help

Everyone's situation is different, and we'll tailor the assistance to your circumstances and needs.

If you're finding it difficult to make your repayments, depending on your circumstances, the following types of assistance may be available:

  • reduce your repayments for a period of time

  • pause your repayments for a period of time

  • restructure your loan over a longer term to reduce your repayment amount

  • changing repayments to interest only for a period of time

  • reducing your repayments to the minimum monthly repayment if you are currently paying extra

  • accessing money you have available in redraw

  • utilising money in an offset account if available


How to access support

If you think you need help, contact us as soon as possible.

You can do this by:

Once you have submitted our online form or emailed us, we’ll contact you within 5 business days.

We comply with the Code of Operation, which applies to the recovery of debts from Members who receive Services Australia income support or Department of Veterans' Affairs (DVA) payments.

Download the Code of Operation


Comprehensive Credit Reporting

It’s important that you’re aware of how financial hardship can impact your Comprehensive Credit Report.

Learn more about Comprehensive Credit Reporting


Useful tools and resources 

Managing your finances during tough times can get overwhelming, support and assistance is out there, and it’s free. Below are some organisations that can help you.


Get in touch