We understand that sometimes things happen that are outside your control.
If you’re experiencing financial difficulty, our dedicated New Zealand–based Hardship Assist team is here to help. We’re committed to working with you to find a solution that’s fair, practical and sustainable.
What is financial hardship?
Financial hardship is when a customer intends to pay but is temporarily unable to meet their repayment obligations.
Hardship can affect anyone. It’s often temporary, and with the right support, many customers are able to get back on track.
Situations that may contribute to financial hardship include:
Changes in income or expenses
Changes in employment (for example, job loss or reduced hours)
Significant life events, such as a relationship breakdown or death in the family
Injury or illness
Emergency events or natural disasters
We recognise that unexpected changes can affect your ability to meet your repayments, and we’re here to support you through that period.
How we assess hardship requests
Every application is assessed on a case-by-case basis.
Our team will ask:
The circumstances affecting you
What amount you’re currently able to repay and when you can start
How long you expect your situation to continue
Based on the information you provide, we’ll work with you to tailor an appropriate solution.
Ongoing access to a hardship arrangement depends on staying committed to the agreed plan and keeping in contact with our Hardship Assist team.
Possible support options
Depending on your circumstances, temporary support may include:
A short-term payment arrangement
Postponing upcoming payments
Waiving some or all late fees
All hardship requests are treated confidentially.
How to apply for hardship assistance
Complete the Flexible Payment Plan Form to apply.
Our team will assess your application and contact you within 5 business days with the next steps. Late fees for unpaid payments will be applied until the payment arrangement is in place.
You can also contact our New Zealand–based Hardship Assist team between 9.00am – 5.00pm, Monday to Friday (excluding public holidays), by submitting a contact form [here].