What you'll do
- Know what a hardship assessment looks at
- Gather the right information in advance
- Work out a payment amount you can sustain
- Approach the assessment calmly and honestly
- Know where to get help preparing
6 min read
What an assessment considers
A hardship assessment is simply us understanding your situation so we can agree on something fair and realistic. We look at your income, your essential living costs, what has changed, and what you can genuinely afford. It is a conversation, not a test, and being honest is what helps most.
Prepare step by step
- Find your account number and any letters from us.
- Write down your take-home income and how often you are paid.
- List your essential costs — housing, food, utilities, transport, medical, dependents.
- Note any other debts and what you pay on them.
- Work out a realistic weekly or fortnightly amount you could manage.
- Jot down what changed and any short notes you want to remember to mention.
Bringing these along — even rough figures — means we can reach an outcome faster.
Get support if you want it
You do not have to do this alone. A free financial counsellor can help you prepare your figures and even join the conversation. Call the National Debt Helpline on 1800 007 007, or read more about getting ready in our guide on explaining your situation. You can also reach us any time through the contact form.
Good to know
- An assessment is a fair conversation about what you can realistically afford.
- Gather income, essential costs, other debts and your account number first.
- Work out a sustainable payment amount before you talk to us.
- A free financial counsellor (1800 007 007) can help you prepare.
FAQ
What documents will I need?
Rough figures are usually enough to start. If we need anything specific, such as proof of income, we will tell you clearly and explain why.
What if I get nervous and forget something?
That is completely normal. Bring a few notes, take your time, and remember you can always follow up afterward with anything you missed.
Can someone speak on my behalf?
Yes. With your authority, a financial counsellor or a trusted person can help represent you. Just let us know who is assisting you.
Still not sure? Our team is happy to talk it through.