Financial hardship assistance

Illness, job loss, separation, natural disaster: life can change your ability to make repayments through no fault of your own. If that happens, talk to us as early as you can. Asking for hardship assistance is free, confidential, and won't be held against you.

If you're in a vulnerable situation, including family or domestic violence, tell us only as much as you're comfortable sharing. We'll take extra care, and you won't have to repeat your story to different people.

Your right to ask

Under the National Credit Code you have the right to give us a hardship notice: telling us you are, or expect to be, unable to meet your obligations. You can do this by phone, email or letter, and you don't need to use any special words. Saying "I'm struggling with my repayments" is enough to start the process.

How to ask us

• Phone: 0451 248 745
• Email: info@suffice.com.au (mark your message "Attention: Hardship Team")
• Mail: Hardship Team, Suffice Finance Pty Ltd, Unit 70/13 Jusfrute Dr, West Gosford NSW 2250

It helps to tell us what's changed, how long you expect it to last, and what arrangement you think you could manage, but we'll work through that with you either way.

What happens next

• We'll confirm we've received your hardship notice.
• We may ask for information to understand your situation, but only what's reasonably necessary, and we'll ask within 21 days of your notice.
• We'll then give you our decision in writing, within the timeframes the National Credit Code sets:
  • if we don't need more information: within 21 days of your hardship notice;
  • if we ask for information and you provide it: within 21 days of receiving it;
  • if we ask and don't receive it: within 28 days of the date stated in our request.
• If we agree to vary your contract, we'll confirm the new arrangement in writing within 30 days. For short-term help (a deferral or reduction of repayments for 90 days or less) we can put the arrangement in place with less formality.
• If we decline your request, we'll give you written reasons and tell you about your right to complain, including to AFCA.

While we consider your request

Once you've given us a hardship notice, we won't begin enforcement proceedings against you while we consider it, and if we decline the request, not until at least 14 days after we've given you our written response. We also won't list a payment default with a credit reporting body while your request is being considered or, if it's declined, until at least 14 days after we notify you.

What it means for your credit report

A hardship arrangement is not a default, and asking for help is never reported. Two kinds of information can appear on your credit report while an arrangement is in place:

• Repayment history information: whether you made the payments due under your arrangement. If you keep to the arrangement, your repayment history reflects that you paid on time.
• Financial hardship information (FHI): a flag for the months an arrangement applies, shown as either a temporary arrangement (repayments paused or reduced for a time) or a variation (your contract terms changed). FHI stays on your report for around 12 months, is not used in calculating your credit score, and can only be seen by other credit providers in limited circumstances, not by employers or landlords.

See our credit reporting policy for how credit information is handled generally, or creditsmart.org.au for independent information about hardship and credit reports.

If you don't agree with our decision

You can ask us to review it through our complaints process, and you can take your complaint to the Australian Financial Complaints Authority (AFCA) on 1800 931 678, a free, independent service.

Free, independent help

• National Debt Helpline, free financial counselling: ndh.org.au · 1800 007 007
• Mob Strong Debt Help, for Aboriginal and Torres Strait Islander people: 1800 808 488
• Beyond Blue, if money stress is affecting your mental health: 1300 22 4636