If we are unable to approve a hardship arrangement in the form you proposed, we will explain why and let you know what alternatives may be available. This does not necessarily mean there is nothing we can do — it may mean the specific arrangement proposed needs to be adjusted.
Your options if your application is declined:
- Revise your proposal — if the arrangement was declined because the repayment amount was too low or the term too long, you may be able to propose different terms that can be accepted. Contact us to discuss what may work.
- Seek independent support — a free financial counsellor through the National Debt Helpline (1800 007 007) can review your circumstances and help you put forward a revised proposal, or negotiate on your behalf.
- Escalate a complaint — if you believe the decision was not made fairly or in accordance with our hardship policy, you can raise a formal complaint. See the article on making a complaint, and the article on external dispute resolution bodies if you wish to escalate further.
- External bodies — the ACCC and ASIC jointly oversee the debt collection guideline, which includes expectations around hardship. For debts connected to a financial service, AFCA (the Australian Financial Complaints Authority) provides free external dispute resolution.
A declined application is not the end of the road. Getting independent advice is often the most useful next step.
Was this article helpful, or still not sure? Our team is happy to talk it through.