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:
serious illness or injury
family and domestic violence
the loss of a loved one
a relationship breakdown
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:
submitting an online enquiry at the bottom of this page.
calling us on 1300 554 437 Monday to Friday, 9am to 5pm.
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 Vetarans' Affairs (DVA) payments.
Comprehensive Credit Reporting
It’s important that you’re aware of how financial hardship can impact your Comprehensive Credit Report.
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.
Money Smart for tips and tools on managing money.
National Debt Hotline for free, independent financial counselling.
Beyond Blue a mental health and wellbeing support organisation.
Lifeline provides free, 24-hour telephone crisis support services in Australia.
Australian Financial Complaints Authority an external dispute resolution body who provide a fair and independent complaint resolution service.
CreditSmart for information in relation to financial hardship arrangements that impact your credit report.