Yes. If you are experiencing genuine financial hardship — a situation where paying would leave you unable to meet basic living costs — we can pause recovery activity on your account while we assess your circumstances.
To request a pause, contact us and explain your situation. The more we know about what you are dealing with — reduced income, an unexpected expense, illness, or another significant change — the better we can respond. You do not need to provide formal documents to start the conversation, though they can help.
What happens during a pause? We will work with you to find an arrangement that is sustainable given your circumstances. This might mean smaller instalments, a short break from payment, or another form of accommodation. The aim is always to find something that works, rather than applying pressure that makes your situation harder.
If you would like independent support before contacting us, the National Debt Helpline (1800 007 007) can help you prepare.
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