Axess Recoveries & Collections


Axess understands and recognises that some of our customers may face financial hardship from time to time as a result of various unforeseen circumstances such as loss of employment, illness, or death in the family.

We understand the impact that financial hardship can have on our customers and as a result we treat every request for hardship assistance seriously and aim to promptly and fairly assess their ability to repay their debt to us by taking into account their current situation.

This document is a guide as to how requests for hardship assistance are handled by Axess.

How to make a request for hardship assistance:

You may raise a request for hardship assistance with us in person, over the telephone, by fax, mail, or email, these details are set out below:

How your hardship application will be assessed:

In order for us to promptly and fairly assess your hardship application it may be necessary for us to request information from you that will assist us in reviewing your request. This may include a statement of financial position and supporting evidence such as income and expenses, assets, number of dependants, and whether your situation is short term or long term. Examples of evidence that may be required are;

  • Bank statements;
  • Mortgage statement / rent receipts;
  • Utility and telephone bills; and
  • Medical certificates.

It is important that you provide all the documents that are requested as failure to do so may result in your application being rejected.
Once all relevant documentation has been received we will consider your request taking into account all the information that you have supplied.

Notification of outcome:

When your application has been assessed and a decision has been made you will be notified whether your application has been successful or not.
If your application has been successful then you will be notified of the terms that will apply during the hardship period such as a moratorium on interest, reduction of payments, or waivers. You will also be notified when the hardship period will end.
If your application has been unsuccessful then you will be notified why it has been unsuccessful.

What if I am unsatisfied with the outcome?

When Axess provides a response to an application we include reasons as to why it has been accepted or rejected and included in the response will be what further avenues are available to you should you disagree with the outcome.

Apply for Hardship

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