Financial hardship support

Sometimes life gets in the way of the best plans. Losing work, illness, family responsibilities, natural disasters, or unexpected expenses can make it hard to keep up with payments.

If you’re finding things difficult, we encourage you to reach out. Asking for support is safe, encouraged, and won’t put you at a disadvantage.

This page explains:

• what financial hardship means

• the support we may be able to offer

• what happens when you contact us

We know that talking about money can feel stressful or uncomfortable. Some people worry they won’t be believed or treated fairly.

At DebtManagers, we commit to:

• treating you with respect, dignity, and empathy

• listening without judgement

• working with you to find a realistic and sustainable way forward

While we’re working with you on hardship support, we pause standard collection activity so you can focus on getting back on track. We’ll also explain things clearly, in plain language, so you know what to expect at every step.

Financial hardship means you’re unable, or expect to be unable, to keep up with payment and cover essential living costs.

Hardship can be:

• short-term or temporary

• long-term or ongoing

• caused by events inside or outside your control

Common reasons include:

• job loss or reduced hours

• illness or injury

• caring responsibilities

• family or domestic violence

• natural disasters

• unexpected medical or household expenses

There’s no single definition that fits everyone. We look at each situation individually and focus on what support will help you most.

Some people tell us directly they’re struggling. Others don’t, but signs may appear over time. If any of the following apply to you, support may be available:

• you’re having trouble paying for essentials like rent, food, or utilities

• you’ve needed repeated payment extensions

• your income has suddenly changed

• health or wellbeing issues are affecting your finances

• you’re affected by family or domestic violence

• you feel overwhelmed, distressed, or unsure what to do next

You don’t need to wait until things feel unmanageable – reaching out early can help.

Support is tailored to your circumstances. Depending on your situation, we may offer one or more of the following:

• flexible payment plans based on what you can afford

• temporary “breathing space” (for example 30, 60, 90 or 120 days)

• reduced or paused repayments for a period

• temporary suspension of interest charges

• a pause on collection activity while support is in place

• debt reduction or settlement options in some circumstances

• debt forgiveness, considered on a case-by-case basis where appropriate

Our aim is to reduce financial stress and help you move toward a fair and achievable outcome.

We’ve kept the process as simple as possible.

Step 1: Get ready

If you have it, have you Customer Reference Number (CCID) handy. This helps us find your account quickly.

Step 2: Contact us

You can ask for hardship support by:

• completing the online form debtmanagers.com.au/hardship

• emailing hardship@debtmanagers.com.au

• calling us on 1800 664 818 (free call, Mon–Fri 8:00am–5:00pm AEST)

You can also nominate someone to act on your behalf, such as a financial counsellor, support worker, or family member.

We will acknowledge your request within one business day and pause collection activity.

Step 3: We’ll work with you

A member of our Hardship Team will contact you (usually within 5-10 days) to talk through your situation and support you are looking for.

We operate on a trust-based approach. We’ll only ask for supporting documents if they are genuinely needed to understand your circumstances.

If we can’t reach you by phone, we’ll send an email or SMS asking you to get in touch.

Step 4: Outcome

We’ll let you know the outcome as soon as we can – and no later than 21 days after receiving your request (or any additional information, if requested)

Choose the option that suits you best:

• Phone: 1800 664 818 (free call, Mon–Fri 8:00am–5:00pm AEST)

• Email: hardship@debtmanagers.com.au

• Online: debtmanagers.com.au/hardship

• Mail: PO Box 4846, Eight Mile Plains QLD 4113

• In person: via a DebtManagers Community Agent

We want our support accessible to everyone.

• This information can be provided in other languages on request.

• Customer who are deaf, hard of hearing, or have speech difficulties can contact us using the National Relay Service (NRS).

To use the NRS:

1.  Choose your preferred NRS call option at accesshub.gov.au/about-the-nrs/nrs-call-numbers-and-links.

2.  Provide our phone number: 1800 218 774.

If we believe a customer may be affected by family or domestic violence, we’ll connect them with our Financial Vulnerability & Support Team.

Support is provided sensitively and with your safety needs in mind. You only need to share what you feel comfortable sharing.

If you’re not satisfied with how your hardship request was handled, you can contact us:

• Email: complaints@debtmanagers.com.au

• Online: Complaint form on our website debtmanagers.com.au/make-a-complaint

• Phone: 1800 218 774

If you’re still unhappy, you can contact the Australian Financial Complaints Authority (AFCA) for a free and independent review:

• Website: afca.org.au

• Phone: 1800 931 678

• Email: info@afca.org.au

• Mail: GPO Box 3, Melbourne VIC 3001

You can get further help from the National Debt Helpline

Information to help get your finances back on track – with self-help tools, fact sheets, letter templates and other information.

Visit ndh.org.au

All DebtManagers staff are trained to support customers experiencing financial difficulty with care and respect. Our specialist Financial Hardship Team and Community Agents receive additional training.

We work closely with financial counselling partners to ensure our approach remains practical, fair, and effective.