FAQs

Financial hardship (8)

• How long am I able to receive assistance for?

  We will look at your individual situation and provide a tailored solution. This may be for a short, medium or long period of time depending on your circumstances.

• Will I still receive calls letters SMS etc whilst assistance is in place?

  Once we are aware of your financial difficulty we will suspend collections activity for 21 days, while we are assessing your situation, as per legislative requirements. This will enable you to provide us with any additional information if applicable. If we agree to provide you with hardship assistance and you comply with the terms of your arrangement, there will be no collections activity during any approved assistance period.

• Can someone else negotiate on my behalf?

  Yes, with your signed approval we can discuss and negotiate a solution with your nominated representative such as a Financial Counsellor or other third party.

• What happens if I am not happy with your response?

  If you feel that we have not been able to help, you have the right to make a complaint to the bank and the...

• What happens if my application for financial hardship is declined?

  We will advise you in writing of the reason for the decline. However, even if we decline hardship assistance we may provide other assistance on a case-by-case basis. You may wish to seek further financial advice from a financial counsellor or other third party, about the options available to you.

• What happens when I submit the online form?

  Once you have submitted your financial hardship application, we will send you a confirmation email with your application ID. A decision on your application will be provided to you within 21 days. If we need to discuss your application, we will aim to contact you within 5 business days.

• What supporting documents do I need?

  Solutions are assessed on a case by case basis and you may need to provide some further information such as Centrelink documents, medical information or proof of income and expenditure. If required our Consultants will discuss these requirements with you.

• What type of assistance is available?

  Assistance is determined on a case by case basis and could include reduced repayments and/or term extension. We are committed to working with you to provide a solution that will better your financial position.