Yes, with your signed approval we can discuss and negotiate a solution with your nominated representative such as a Financial Counsellor or other third party.

We will look at your individual situation and provide a tailored solution. This may be for a short, medium or long period of time depending on your circumstances.

We will advise you in writing of the reason for the decline. However, even if we decline hardship assistance we may provide other assistance on a case-by-case basis. 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, you have the right to make a complaint to the bank and the Financial Ombudsman Service (external dispute resolution). FOS will only examine your complaint if you have first given the bank the opportunity to deal with your complaint.

We will endeavour to contact you during the nominated time on the number provided, within 48 hours of receiving the information.

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

Assistance is determined on a case by case basis and could include reduced or deferred repayments. We are committed to working with you to provide a solution that will better your financial position.

Once we are aware of your financial difficulty we will suspend collections activity for 21 days, while we are assessing your situation, as per legislative requirements. This will enable you to provide us with any additional information if applicable. If we agree to provide you with hardship assistance and you comply with the terms of your arrangement, there will be no collections activity during any approved assistance period.