Financial Difficulty Frequently Asked Questions
Yes, if you provide us with written permission, we'll deal directly with your financial counsellor or authorised representative. They will act on your behalf, but if we are unable to contact your financial counsellor or it is otherwise necessary, we will of course still contact you directly
If you have provided all the information we need, we have 21 days to review your situation and respond to your financial difficulty request. If we need further information during this time we will ask you for it, and we might take a further 21 days after that to make a decision.
First, we’ll give you a call, and in most cases we’ll also let you know in writing.
We understand this can be a stressful time. While we’re considering your request, we won’t do anything to change the status of your loan.
Financial difficulty – also commonly known as financial hardship, financial trouble, money problems and cashflow shortfalls – can mean you might be unable to meet your contractual financial obligations now or in the near future.
If you are unsure or something has changed in your financial situation, contact us immediately – we’re here to help.