Hardship Policy

Introduction

Axess has adopted this policy to ensure appropriate assistance is provided to customers experiencing genuine financial hardship. Financial hardship may arise where a customer is unable to meet repayment obligations because of illness, unemployment, reduced income, family violence, bereavement, natural disaster, relationship breakdown or other reasonable causes.

We share responsibility for identifying hardship and encourage customers to contact us early if their circumstances change.

How to request hardship assistance

You can request hardship assistance by calling (07) 3834 3500, emailing compliance@axessrc.com.au, using the online hardship request, or writing to Axess Recoveries & Collections at PO Box 1003, Spring Hill QLD 4004.

You may be asked to provide a statement of financial position and supporting evidence so we can assess the request promptly and fairly.

Information we may request

Depending on the circumstances, supporting information may include bank statements, income evidence, mortgage or rent information, utility bills, medical certificates, creditor statements, financial counsellor information, or other documents relevant to your hardship claim.

If insufficient information is provided, we may ask for further information before making a decision.

Assessment

Applications are assessed case by case. We may consider income, essential expenses, assets, dependants, other creditors, the expected duration of the hardship, supporting documents and whether a practical repayment or temporary support arrangement can be made.

Assessment information is handled confidentially and in accordance with our Privacy and Credit Reporting Policy.

Notification of outcome

Once all relevant information has been received, Axess will generally assess the application and notify you of the outcome within 21 days. If more information is required or more time is needed, we will contact you.

If an application is accepted, we will explain the terms that apply during the hardship period. If an application is declined, we will explain why and outline any review or complaint options available.

Hardship treatment strategies

Depending on the situation, hardship assistance may include one or more practical measures such as postponement of payments for a defined period, reduced payments, extension of repayment timing, temporary suspension of interest where applicable, or another reasonable measure based on the circumstances.

Any arrangement is confirmed in writing and must be reviewed if circumstances change.

If you are not satisfied

If you disagree with a hardship decision, contact us promptly so the matter can be reviewed. You may also make a complaint through our complaint form or by contacting the Compliance Manager.