Financial support
We’re here to help
If your circumstances have changed recently and you’re unable to manage your loan repayments, our confidential financial support service may be able to help.
Financial difficulty could be due to an unplanned life event such as a change of income, illness, a relationship breakdown, a reduction in your business cash flow, or emergency events like natural disasters.
Financial support will be assessed on your individual needs with several options available. If you’re eligible, you can ask us to make changes to your loan – like short-term repayment relief or restructuring your loan so you have a little longer to pay.
The first step is to complete a financial support application.
Please try to fill in everything on the form as it will make it easier for us to assess your eligibility. If you’re unable to complete everything, we’ll contact you and work through it with you.
If you’d like to talk to us before submitting an application, you can call us on
1300 549 166
(option 2).
You can download the PDF application form here. Please submit the completed application form to
What happens next?
We aim to acknowledge your request within 24 hours. In some circumstances, we may require additional information from you or wish to discuss various aspects of your application to better understand how we can help you get back on track.
Our goal is to finalise a plan with you as soon as we can. Sometimes this can take a bit of time, but we aim to do so within a maximum of 21 days. During this time, we’ll either confirm that we can accommodate changes to your existing loan arrangements, or we’ll explain why your application cannot be approved.
Should you enter into a financial hardship arrangement with us, it’s important to note that this may appear on your credit report with your repayment history. If you’re not required to make any repayments under a hardship arrangement, your repayment history will show on your credit report, as on-time repayments during the hardship period.
Your credit report will not reveal the reason for the financial hardship arrangement or the details of the arrangement. Financial hardship arrangements will not affect your credit score and the details of any arrangement cannot be seen by other prospective lenders. If you notice any errors on your credit report, please let us know promptly so that we can fix it.
Supporting documents
When assessing your financial support application we may need some supporting documentation. You can find a list of the types of documents here.
Where to seek help
Remember, if you’re ever worried about meeting your repayments, you should give us a call as soon as you can. Our team are friendly and understanding and have helped many people find a solution so they can get back on track.
If you’d like help managing your finances, you can get free independent and confidential advice, money tips and tools from the following organisations:
Offers independent free and confidential services from professional financial counsellors to help you tackle your debt problems.
Offers guidance, simple tools, tips and calculators to help people be in control of their financial lives.
A not-for-profit organisation that helps people facing long-term financial hardship manage their debts and debt negotiation where you have debts at multiple lenders.
Free, confidential, ongoing support for people who have experienced financial abuse to feel more confident with money and plan for the future.
A website that connects people in need with housing, a meal, money help, family violence support, counselling and much more.
A free service that can inform and educate you about financial matters.
A one-off payment if you’ve experienced an extreme circumstance and are in severe financial hardship.
