If you are in a situation where you genuinely cannot afford to make any payment at all — because your income does not cover your essential living costs, you have no assets to draw on, or you are in a crisis situation — please contact us. There are still options available, even at zero payment capacity.
What can happen in a zero-payment situation:
- Payment moratorium. We can pause the account for a defined period while your situation is assessed. A moratorium means no payment is required and no escalation will take place during that period. This is not indefinite — it is a breathing space while your circumstances are reviewed or while you access support.
- Review of the overall debt position. A financial counsellor can help you take stock of all your debts and income and determine what, if anything, is realistic — and what protections may apply to you.
- Specialist hardship pathways. In extreme cases — for example, where a person is fleeing domestic violence, is homeless, or is experiencing a mental health crisis — additional accommodations may be available. Please tell us what is happening so we can respond appropriately.
Get independent support: The National Debt Helpline (1800 007 007) can provide free, professional advice and help you navigate a very difficult financial situation. They can also negotiate with us on your behalf. Contact them first if you find it hard to engage with us directly.
We would rather hear from you than not. Even in the most difficult circumstances, communication is the first step toward a workable outcome.
Was this article helpful, or still not sure? Our team is happy to talk it through.