Financial Hardship

Experiencing hardship?

We understand that sometimes people can experience financial difficulties due to changes in circumstances.  This could be due to illness, a relationship breakdown, an emergency event or some other change to your income.

If you are struggling to meet your loan repayments, we are here to help you.  

What should you do?

If you are having financial difficulties, then you should contact us immediately.  You can contact our hardship team by:

  • Phone: Call us on 1300 761 711 between 9.00am and 6.00pm Monday – Friday (Sydney/Melbourne time)
  • Email: Send an email to
  • Post: Send your concerns via writing to 6/468 St Kilda Road, Melbourne VIC 3004
  • Online: Click HERE to apply for financial hardship via the Customer Portal. (Note: You need to already be registered as a Customer Portal user).

What information will we need?

We will need some information from you when you talk to us about your financial hardship.   This information may include:

  • why you are experiencing hardship and documentation evidencing the cause of the hardship (if available);
  • details about your current income and financial expenses and your expected future financial situation; and
  • what repayments you might be able to afford.

How will we help you?

There are a number of ways we can help including setting up a payment plan or altering your loan repayments. This is called a ‘financial hardship arrangement’. Your arrangement may be temporary, like deferring a repayment. Or permanent, like varying your loan.

We will talk to you about the financial hardship you are experiencing and work with you to find the best solution.

External support

If you are having financial difficulties you can also contact a financial counsellor on 1800 007 007 (free call) from anywhere in Australia. This is a free and independent service.

Otherwise, the National Debt Helpline website provides step-by-step guides to help you manage your debt problems. You can also find a lot of helpful financial information at and at