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Frequently Asked Questions

We will not credit list you for applying and/or receiving hardship assistance.

If this is the case, please contact the Assist team who will re-assess your situation and may recommend you seek financial advise through a free service.

We will contact you within 3 business days of receiving your application.

Solutions are assessed on a case by case basis and you may need to provide some further information such as Centrelink documents, medical information, employment status, proof of income, liabilities and expenditure. If required our Consultants will discuss these requirements with you.

Assistance could include flexible payment arrangements or  variations to your loan repayments. We are committed to working with you to provide a solution that will better your financial position.

No, there will be no collections activity during any approved assistance period and you comply with the terms of your arrangement.

Yes, we’re happy to talk to a relative, friend or financial counselling organisation about your accounts. We’ll just need your authorisation first  to maintain your privacy.

We will advise you in writing of the reason. You may wish to seek further financial advice from a financial counsellor or other third party, about the options available to you. If you are not satisfied with our response or handling of your complaint, you may be able to lodge your complaint with a free, independent external dispute resolution scheme.

If your complaint is lodged:


  • before 1 November 2018, you may lodge your complaint with the Financial Ombudsman Service Australia:

Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001


  • on or after 1 November 2018, you may lodge your complaint with the Australian Financial Complaints Authority:

Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001