If you're concerned about your repayments, it's never too early to ask for help.

Getting in touch early usually means there are more options available, and the changes we make are usually quite small and straightforward.

Even if you're behind on your repayments, you still have options, and it’s important to get in touch as soon as you can.

Call us on 1300 722 462, or complete our hardship form below.

You don't need to provide documents when you complete the online form. Once we've looked at your form, we may need to ask for information about your income, expenses, or supporting documents, such as payslips or medical certificates, to help us understand what options we may be able to provide.

We can speak with a family member, friend or financial counsellor on your behalf, provided you have given your authorisation.

Depending on your loan and circumstances, options can include pausing your repayments for a period, reducing them temporarily, moving to interest-only, extending your loan term, adding arrears to your balance, or agreeing on a catch-up plan. Not every option is available on every loan, and we’ll explain which apply to yours.   

The right support depends on your situation. Some options that might be available to you include: 

• Pausing or reducing your repayments for a while 
• Reviewing your loan to see if it’s still suitable 
• Spreading outstanding repayments over the remaining life of the loan 

In some situations it may be necessary to sell the secured asset to pay out your loan balance. 

Most of our customers are self-employed, so uneven or seasonal income is familiar ground. If your income arrives in lumps, an arrangement built around your actual cash flow cycle usually works better than a flat reduction. 

There are no fees for seeking help or putting a payment arrangement in place. But some arrangements might mean paying more during the life of your loan. For example, pausing or reducing your repayments doesn’t pause the interest that’s charged on your loan. This means that your balance can grow during the arrangement, so repayments afterwards may be higher or your loan may run longer. We'll show you exactly what these trade-offs mean in dollar terms before you make a decision.

Once we have reviewed your request, we will aim to get in touch with you within 5 business days.

We know there are a lot of factors that can have an impact on your repayments. But consistently missing your repayments could be a sign of underlying issues and can seriously affect your borrowing power.  

Your loan repayments are shown on your loan statement. When a lender sees missed loan repayments in your financial history, it can raise questions, and impact how much you can borrow.  

A partial repayment is also noted on your loan statement, but is generally preferable to missing or skipping your repayment completely, because it can tell other lenders that you’re still committed to your financial obligations. 
If future borrowing matters to you, tell us – it can shape which option we recommend. 

We'll contact you before it ends to talk through what comes next, so you know what your repayments will be and when they will change. If things have improved, you'll return to your normal repayments.

If they haven't, tell us before the arrangement ends rather than after. This is the point where people most often fall back into arrears, and it's much easier to extend or adjust an existing arrangement than to start again from a missed payment. There's no limit on asking for help a second time

We'll tell you in writing, explain our reasons, and set out what you can do next. You can ask us to look at it again, particularly if your circumstances have changed or there is information we didn't have.

You can also make a complaint to us directly — please give us the chance to fix it first. If you're still not satisfied, or you don't hear back from us in time, you can take it to the Australian Financial Complaints Authority (AFCA) on 1800 931 678 or at afca.org.au.

AFCA is free to you and independent of us.