What you'll do
- Look honestly at what you can afford
- Choose between part payments and a plan
- Raise hardship if your situation is serious
- Find free, independent financial advice
5 min read
You have options
Not being able to pay in full is common, and it is not the end of the road. The worst thing you can do is nothing. Talking to us early keeps options open and avoids the account being escalated unnecessarily.
Step by step
- Work out a realistic budget: your income, your essential costs, and what is genuinely left over.
- If you can pay something now, make a part payment to reduce the balance.
- For the remainder, propose a payment plan based on what you can sustain.
- If your situation is serious — illness, job loss or similar — tell us you are experiencing hardship.
- Contact us through the Help Centre to discuss what can be arranged.
- Consider free financial counselling through the National Debt Helpline on 1800 007 007.
Free help is available
Financial counsellors are free, independent and confidential. They can help you budget, prioritise debts and deal with creditors. The National Debt Helpline (1800 007 007) is a good place to start.
This guide is general information, not financial or legal advice. For your own circumstances, speak to a financial counsellor or adviser.
Good to know
- Doing nothing is the worst option — talk to us early.
- A part payment now plus a plan for the rest is often workable.
- Mention hardship if illness or job loss is involved.
- Free financial counselling is available on 1800 007 007.
FAQ
What if I can only pay a small amount each week?
Propose what you can sustain. There is no fixed minimum, and we will discuss what can be accommodated.
Will telling you I can't pay make things worse?
No. Talking to us early is the best way to keep options open and avoid unnecessary escalation.
Where can I get free advice?
The National Debt Helpline on 1800 007 007 offers free, independent and confidential financial counselling.
Still not sure? Our team is happy to talk it through.