Financial hardship - We understand that anyone can experience financial problems. We encourage you to contact us to discuss your change in circumstances.
We understand that anyone can experience financial problems. Life can take unexpected turns that sometimes make it difficult for you to maintain your repayments. Whether its illness, loss of employment, a relationship breakdown or something else, we encourage you to contact us to discuss your change in circumstances.
When we become aware of your situation, we will assess your circumstances on a case by case basis to see what arrangements or options may be suitable for you.
A short term fixed/reduced repayment for an amount below the current minimum monthly repayment
A short term moratorium or deferral of repayments
Interest only payments
A professional consultant will assess your request
Your individual situation will be reviewed to find a tailored outcome
If required, we can put you in touch with a free Financial Counselling service
How your circumstances have changed
How much you can pay towards your accounts
What changes you expect in your circumstance and by when.
RAMS Hardship Assist Team 1800 143 075 - operating hours 8.30am – 6.00pm (AEST) Monday to Friday, closed weekends and public holidays.
Below are the standard forms used by Financial Counsellors.
Financial Counsellor Authorisation Form
Statement of Financial Position Form
You can obtain free independent advice from a Financial Counsellor. This is a not-for-profit organisation with dedicated people in each State that can assist you with a wide range of financial issues. They will work with you to help you understand your circumstances and provide advice and help you with next steps. Contact a Financial Counsellor on 1800 007 007 from anywhere in Australia.
Doing it tough - Helpful Financial information from the ABA (Australian Bankers' Association Inc)
Financial Counselling Australia (FCA) - FCA is the peak body for Financial Counsellors in Australia
MoneySmart - an initiative of the Australian Securities & Investments Commission (ASIC) which offers tips and tools to help you make the most of your money.
Debt Self Help - Financial Counselling Australia developed this site to provide practical steps, tools and other information to help get your finances back on track.
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.
This information will be sent to us directly. The form can be completed any time 24 hours a day, 7 days a week. It is important you include contact details and other relevant information.
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