Financial Hardship is when a customer is willing and has the intention to pay, but due to a change in their circumstances, is now unable to meet their repayments or existing financial obligations. With formal hardship assistance, their financial situation will be restored.
Common events contributing to financial difficulty may include:
How long is the assistance period?
Our Financial Hardship Department will assess your individual situation and provide options. This may be short term and in some cases long periods of time dependent on your situation.
What kind of support documents do I need?
Each situation is assessed on its own merits. You may need to provide further information such as proof of income, liabilities, expenditure and anything that is applicable to your circumstances.
How long will it take to receive a response?
We are required to provide you with an outcome or next steps within 21 days of you submitting your application. However, in most cases you will receive a response sooner.
Will I still be contacted by the Collections Department whilst assistance is in place?
No, there will be no collections activity during this period as long as you comply with your hardship arrangement.
What happens if
We will advise you in writing of the reason. You may wish to seek further financial advice from a financial advisor or a third party in regards to the alternate options that may be available to you.
What happens if I am not satisfied with the outcome?
If you are unsatisfied with our response, you can contact our Financial Hardship Department on 1300 087 782 (Option 1) to discuss our decision. If your concern is still not resolved, you may lodge a complaint via our internal disputes resolutions scheme by emailing firstname.lastname@example.org.
If you do not agree with our decision or suggested resolution, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme of which we are a member.
In order to assess your eligibility for financial hardship assistance, we require you to complete the Financial Hardship Application Form.
Please provide us with a signed copy within 21 days, via one of the following:
Once your application has been completed and returned to us, your circumstances will then be assessed to see what arrangements or options may be suitable for you. We will notify you of the outcome within 21 days.
Should we require additional information, one of our Hardship specialists will be in contact with you to discuss the matter further.
Important information: Because we do not know your personal objectives, please consider whether these products are appropriate for your circumstances. Before acting on any of the information on this website, please seek independent tax advice. Full terms and conditions are available upon application. Available only to approved applicants of
* The published consumption (l/100km and Wh/km), emissions (g/km) and kilometre (km) range figures are determined by
Actual figures will vary as they are dependent on many factors, including without limitation: individual driving style, road and traffic conditions, environmental conditions, fuel quality, a vehicle’s or battery’s condition, load and use. Extra features and accessories (eg: equipment, wheels or tyres used etc.) can change relevant vehicle parameters such as weight, rolling resistance and aerodynamics and can also affect the consumption, emission, range and performance values of a vehicle. For hybrid or electric vehicles, published charging times (hour/minutes) are estimated using the vehicle’s charging equipment and European charging facilities, with the battery temperature in optimum condition. CO2 emissions can also be generated at the power source when vehicles are being recharged, unless 100% renewable energy is used.
Generally, consumption, emissions, kilometre range and charging times will vary from the published figures in real world Australian driving and charging conditions. Published figures should only be used for the purpose of comparison between vehicles. Please contact an Official