FAQs

To support customers during unexpected, short-term changes to their circumstances, they can apply for a change to their loan agreement with us to help them get back on track. If you apply, this change does not affect your credit rating but may extend the term of your loan and affect the interest that you pay. Refer to the FAQ “What types of assistance can I apply for?” for more information about the common types of support offered.

By entering your email address and clicking submit we will send you an email with a unique code (Note: you may need to check your junk folder). You need this code to be able to access the application form. If you don’t finish the form, you can generate a new code which will return you to your incomplete form. The unique code will only work once and will expire after one hour.

The online application typically takes 20 minutes to complete, depending on your circumstances and the availability of documentation that you need to provide with your application. You can return to your form at a later date if you need more time, however we encourage you to complete the application as quickly as possible.

We need to identify you and understand your circumstances in order to consider making a change to your loan with us.

• You will need to provide either your Account number(s) or vehicle registration number(s) so have them ready.
• We will ask you for information about who you are so that we can identify you and your loan.
• We need to know why you are applying and what help you would like
• We also need to understand your current financial situation (including your income, expenses, assets & liabilities), so you will be asked to provide your monthly income before and after your situation changed. You may then need to provide proof of your current income.

Once you submit your completed application with all required documents, our hardship team will review your application on a first come first served basis. You should have an answer within 14 days, however, this time will vary during times of increased application volumes.
The hardship team may contact you if they require further information. You will have 28 days to provide the required documents. If we don’t hear back from you then your application will be declined. You can apply again if you still need to.

If your application is approved, then your loan will be varied based on the agreed proposal and we will notify you before we make the change to your loan contract. If your application is declined, then we will let you know that your application has been declined and what options are available to you.

If you are required to provide documentation, it may be for one of two reasons:

1. To verify the reason that you are applying for hardship. This might include a medical certificate if you have been affected medically or information from your employer if you have been affected financially (this could include payslips or a letter from your employer).
2. If you are required to provide income information, we will require documents to verify the income you had entered. This might include payslips, bank statements, a letter from your employer or if you are self-employed, a tax return.

There are six document categories we might need from you depending on your circumstances.

1. Payslip or Employer Letter: Provide payslips to show your income now that your circumstances have changed. Or a letter from your employer showing that your employment has ceased or there has been a change to your income.
2. Bank Statements: Provide up to 3 months of bank statements to show that your income has reduced. The bank statements need to be official statements from an Australian financial institution or Bank and show all relevant sources of income.
3. Income Tax Assessment: If you are self-employed or a company, and your Income Tax Assessment covers your circumstances after they changed then you can provide an Individual or Company Income Tax Assessment or audited financial statements.
4. Notice of Assessment: If you are self-employed or a company, and your Notice of Assessment covers your circumstances after they changed then you can provide a Notice of Assessment.
5. Business Activity Statement: If you are self-employed or a company and registered for GST, then you can provide two or more consecutive statements to show that your income has changed.
6. Centrelink Statement: If you receive government benefits then you can provide an official statement to confirm the amount you receive.

If you can afford to, then you should attempt to pay all or some of the payment. However once you have submitted your application online, you can delay payment until a decision has been made about your application for hardship. If you pay by direct debit and you wish to cancel or suspend your direct debit arrangement, then you can log on to the customer portal and make the change under “Payment Details” or call the customer service centre on .

If you have more than one loan with us, then you only need to apply once. If you are applying for hardship on all your loans, then you can provide the other Contract Numbers or registration numbers for those loan in the one application.

You can apply for the following types of assistance:

• Postpone repayments: You can select to postpone your payments for a certain number of months. For the duration of the postponement you will not be required to make any payments. Any interest will be capitalised (added to the balance of your loan) and paid off over the new term of the loan, this means that you will be paying more interest over the term of your loan than expected on your original loan.
• Reduce repayments: Similar to postpone payments, you can select a number of months to pay a reduced repayment. If you can still afford to pay something towards your loan then you can tell us how much you can afford and we will change your contractual repayment for the agreed period. Any additional interest will be capitalised (added to the balance of your loan) and paid off over the new term of the loan, this means that you will be paying more interest over the term of your loan than expected on your original loan.
• Assist in the sale of vehicle: If you no longer want to keep your vehicle, we can help you sell it. Our team of specialists will explain the sale options available to you and then work with you to sell the vehicle. However, it is important to note that if there is money still owing after the vehicle has been sold and the funds used to payout the loan, then you will be liable for the shortfall and we can discuss payment options with you.
• Continue with normal repayments but assist with missed payments:If you select this option then we will come to an arrangement with you to extend the term of your loan to pay the amounts that have been missed. This means it will take longer to pay off your loan and you will pay more interest than expected on your original loan.
• Other: If none of these options suite you, you can choose to tell us another way we can help.

If your loan includes a Guaranteed Future Value (GFV) and you receive financial hardship assistance, then you will be able to retain the benefits of your GFV.

Depending on your circumstances you may be eligible to make a claim on certain insurance products to help you make your repayments. You should check the type of insurance and your policy before applying for financial hardship assistance.
If you have an insurance product with us directly and you do receive financial hardship assistance, then your policy will continue to cover you until the original end date of your loan contract but it will not cover you for any extension to the term of your loan with us.
If you have a policy with another insurer and you do receive financial hardship assistance, then you may need to contact them and let them know that your loan with us has changed.

If your application is approved and at the end of the support period your circumstances still mean it is not possible to resume your repayments, you can apply for hardship again. However, you will be required to provide more information and as this support is intended for short periods, the duration of your support may mean you are not eligible for further support.

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