Contact details
Phone: 1800 252 351
+61 2 8397 1801 (outside Australia)
8:30am - 5:30pm, Monday to Friday (Sydney time)
Address: Locked Bag 3005

Financial difficulty

If the unexpected happens and you’re having trouble paying what you owe, please get in touch. We may be able to help.

Sometimes unexpected events can occur in life which can leave you needing support to get financially back on track. Our Customer Service team may be able to help customers experiencing financial difficulty with products issued or managed by AUSIEX or its related entities by:

  • applying concessions to fees and charges; and/or
  • working with you to develop a payment plan.

Our financial assistance process

  1. If you’re experiencing financial difficulty, please contact us. You will be assigned a dedicated case manager, who will ask you questions about your situation and may ask you to provide documents such as payslips, bank statements and medical certificates.
  2. We will review all information available, and get in touch with you to discuss next steps.
  3. At this point, if you choose to apply for financial assistance, we will ask you to submit an application which we will review and either accept or decline.
  4. If accepted, we will work with you to develop a tailored financial assistance plan. If your application for financial assistance is declined, we will let you know our reasons in writing.

If you prefer, we can also work with a representative nominated by you, such as a financial counsellor. Please provide us with their details at any stage of the process.

If you have already applied for financial assistance with us and you are not satisfied with the response, you have the right to lodge a complaint. Please click here for more information.

Your financial assistance plan

This tailored plan of action will:

  • provide details of the new arrangement
  • highlight any necessary repayments
  • explain when the new arrangement will end, and
  • advise next steps.

We’re here to help

For more information or to apply for financial assistance with us, please contact us.

You may also find these external resources helpful:

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