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We’re here to help our customers find smart financial solutions and this includes assisting you when you are impacted by financial difficulties.

The most important thing to remember is that you must communicate with us about any financial hardship. We cannot be of assistance if we are unaware of your situation.

Our prudent lending criteria means our loans arrears and defaults is one of the lowest in the industry.

However, we recognise the unexpected can occur – such as an illness or a job loss – and we are prepared to work with customers through times of hardship.


Missed repayments

If you have missed repayments and we do not hear from you, a default notice may be served on you. A default notice sets out what payments you owe, the amount owed and give you a notice period in which to catch up the payments you owe. These payments are known as arrears. To keep the contract going, you must pay the arrears and meet any other payments which fall due during the default notice period, or make other arrangements with us by the date set out in the notice.

We can help you consider your options if you contact us EARLY.


Reaching an agreement with Us

If you are experiencing financial difficulties due to:

  • Unemployment or reduced working hours
  • Injury or illness
  • Relationship breakdown
  • Natural disaster

The Hardship Threshold is governed by the Consumer Credit Code Regulations and you can check for the current hardship threshold amount.

Applications for hardship can only be made where the amount of credit does not exceed the average loan size for new dwellings in NSW. This amount is set out in the Table of Housing Finance commitments in ‘Housing Finance, Australia’ as published from time-to-time by the Australian Bureau of Statistics.


We can work with you in a number of ways

  • We treat your request confidentially and with respect
  • We ask you to provide us with financial information, so we can assess your situation
  • We always encourage you to keep making whatever payments you can, while we are considering your request
  • We help you determine your short term as well as your long term plans
  • If we agree on a plan to assist you, we will confirm this in a letter to you
  • If we are unable to assist you, we will advise you promptly in writing


Options that might be available include

  • Extending the period of the contract and reducing the amount of each payment due
  • Postponing for a period, the due payments
  • Extending the period of the contract and postponing for a period, the due payments
  • Reducing the limit available on credit contracts
  • Offering different banking arrangements which may better suit your needs
  • Providing interest-only repayment options
  • We take the time to explain the options to you, so you can determine what will best suit your current circumstances and meet your medium and long term financial goals
  • Such an agreement will not change the interest rates that will affect your contract


Financial counselling services

Financial counsellors can help you get back on track in terms of your financial commitments, and can guide you in dealing with lenders.

For access to financial counselling services in all States and Territories, go to:

Are you in financial difficulty or having money trouble?