Hardship & support
Help if paying would cause hardship, and where to find free advice.
I'm experiencing financial hardship — what support is available?
If paying would cause genuine hardship, tell us — we can take your circumstances into account.
Read articleWhere can I get free financial counselling?
Free, independent and confidential financial counselling is available in Australia through the National Debt Helpline.
Read articleWhat counts as financial hardship?
Hardship means paying a debt would leave you unable to meet reasonable living expenses. Here's what to know.
Read articleCan someone deal with Merion on my behalf?
Yes. A financial counsellor, family member or other representative can act for you with your consent.
Read articleWhat free financial counselling is available?
Free, independent financial counselling is available through the National Debt Helpline and other services. Here is what is on offer.
Read articleCan Merion pause recovery while I'm in hardship?
Yes. If you are experiencing genuine financial hardship, we can pause recovery activity while your situation is reviewed.
Read articleWhat if I'm on Centrelink or a pension?
If your income is primarily from Centrelink or a pension, we can take that into account when considering a payment arrangement.
Read articleI'm dealing with a serious illness — what can I do?
A serious illness is a recognised hardship. Contact us and we will work with you on an arrangement that fits your current situation.
Read articleWhat is a hardship arrangement?
A hardship arrangement is a tailored payment plan that takes your financial difficulty into account, making repayments manageable alongside essential living costs.
Read articleCan Merion garnish my Centrelink payments?
Centrelink payments are generally protected from garnishment. Here is an honest explanation of the rules.
Read articleI'm in a domestic violence situation — what help is available?
We take domestic violence situations seriously. There is specialist support available, and we will work sensitively with you on your account.
Read articleWhat documents do I need to apply for hardship?
You do not need a complete set of documents to start a hardship conversation, but having some basics ready will help the process move faster.
Read articleCan I apply for hardship support online?
Yes. You can start the hardship process online, by phone, or in writing — whatever works best for you.
Read articleHow long does a hardship arrangement last?
A hardship arrangement lasts for an agreed review period, after which it is reassessed based on your circumstances at that time.
Read articleWhat if my hardship application is declined?
If your hardship application is not accepted, you have clear options — including escalation and independent support.
Read articleI'm struggling with gambling addiction — what support is available?
Help is available for gambling-related financial difficulty. Here are the support services and how we can work with you on your account.
Read articleWhat is the National Debt Helpline?
The National Debt Helpline is a free, confidential phone and online service staffed by professional financial counsellors. Call 1800 007 007.
Read articleCan I get a short extension without going through full hardship?
Yes. A short extension or temporary delay is often possible without a formal hardship process — contact us and explain your circumstances.
Read articleI'm waiting on an insurance payout — can recovery be paused?
Yes. If you are waiting on an insurance payout that will cover the debt, recovery can be paused while the claim is being processed.
Read articleWhat is MoneySmart and how can it help me?
MoneySmart is ASIC's free personal finance website for Australians, with budgeting tools, debt calculators, and guidance on managing financial difficulty.
Read articleCan my employer help with my debt through an EAP or salary advance?
Some employers offer Employee Assistance Programs (EAPs) with financial counselling, or salary advance schemes, that may help. Here is what to look for.
Read articleWhat is the StepChange program?
Information on structured debt counselling programs and where to find them in Australia if you need help managing multiple debts.
Read articleWill applying for hardship affect my credit file?
An honest answer about whether entering a hardship arrangement affects your credit file — and how default listings work.
Read articleCan I get free legal help about my debt?
Free legal advice about debt is available in Australia through community legal centres, legal aid, and other services. Here is where to find it.
Read articleWhat if I genuinely cannot pay anything right now?
If you genuinely cannot pay anything right now, there are still options — including a payment moratorium and specialist support.
Read articleWhat's the difference between temporary and long-term hardship?
Temporary and long-term hardship are assessed differently and lead to different types of arrangements. Here is how each is approached.
Read articleHow to write a hardship letter — a template and guide
A well-written hardship letter helps Merion understand your situation and work with you on a realistic outcome. Here is what to include and how to approach it.
Read article