What happens after submission of your enquiry or Hardship Application form?
Once we have received your online enquiry, our Customer Assist team will be in contact with you the same day or following business day to discuss your current situation.
If you have submitted a completed Hardship Application, we will acknowledge the receipt of your application the same day or following business day. Following this, we anticipate providing you with a decision within 24-48 hours. You will also receive written response outlining our decision within 21 days from when we receive your Hardship application form and any additional information.
Our written response will confirm whether we agree to change your credit contract. If we do not agree to change your credit contract, we will inform you of our reasons for making this decision. We will also provide you with details of our free external dispute resolution scheme and your rights under that scheme.
If your completed Hardship application or additional information is not received within the required timeframes, we may determine we do not have sufficient information to agree to change your credit contract.