Financial Hardship
We understand and recognise that some customers may experience a change in circumstances such as a sudden illness, death in the family or job loss that impacts their ability to pay and meet their financial obligations as they fall due or for a period thereafter.
We are committed to helping where financial hardship is being experienced and have in place a process and policy to support this. Click here to view our Financial Hardship policy.
Need to talk to us?
If you're experiencing difficulties paying your account, you can call us to discuss your situation on 1800 641 617 (Monday to Thursday 8.45am - 5pm AEST and Friday 8.45am to 4.15pm AEST).
If you believe you are in financial hardship, it is important that you contact us as soon as possible so we can assist you
As part of this process, we may request some additional information and/or documentation regarding your income and expenses to assist us with assessing your individual circumstances for identifying a suitable solution. The outcome of this may include implementing;
(a) A mutually agreed and sustainable payment arrangement
(b) Placing a temporary freeze on repayment
(c) Providing you with an extension of time to pay
What happens if I am not happy with the Financial Hardship assistance offered?
If you are not happy with the assistance provided, you can call us anytime on 1800 641 617 or email us at and request an additional review. We will endeavour to resolve your concern quickly and fairly.
Financial Counsellor Assistance
There are a number of free and independent services available to assist people experiencing financial difficulty. We recommend Kildonan (UnitingCare) who can be contacted on free call 1800 002 992. Alternatively, the National Debt Helpline can be contacted on free call 1800 007 007. You can also visit to find your nearest Financial Counsellor.