Customer Assistance
Financial hardship
If you are having trouble meeting your financial commitments, get in contact with us earlier rather than later. This is the key. You need to contact RHG Collections team on 1800 648 084. Members of our Collections team are trained to review your situation and discuss possible solutions with you.
When you speak to our Collections team, tell them you are experiencing financial hardship and need to talk through possible options. Causes of financial hardship vary and obviously options for us to assist you where the cause of hardship is temporary and there is genuine reason to believe you will be able to meet servicing requirements at the conclusion of the hardship relief are varied. In some cases we will need to consider and discuss selling your property as this may be the best alternative and in those circumstances we will discuss with you the approach we will adopt.
To progress and consider a hardship application we need to explore options that will allow you to move beyond the period of financial hardship that you’re experiencing and leave you in a position to meet your loan servicing requirements at the conclusion of the period of hardship relief. In order to progress any discussion we need your assistance.
|
What we may be able to do to assist you |
What you can do to assist us |
|
Provide short term assistance to you if you’re facing temporary financial difficulty[1]. Our approach is to assess an application for hardship relief or assistance by reference to:
In practice, this means that we seek to establish that there is a need to provide assistance and that the assistance provided will not merely delay an outcome that is in fact inevitable. |
Demonstrate that:
Always respond promptly to our requests for information. When requested provide current and accurate details of your financial position. Propose realistic repayment plan that will result in the eventual repayment of your loan. Make whatever payments you can while we are considering your application and/or while we are considering any subsequent dispute. |
If you need additional help, financial counselling services help people who are in financial difficulty. They are available in every state and territory and provide a free, independent and confidential service. ASIC's Fido site provides more information on these services and the relevant link is at: http://www.fido.asic.gov.au/fido/fido.nsf or you can also contact a financial counsellor.
If you wish to pursue a complaint after making an application for hardship relief refer to our webpage headed Comments, Complaints, Compliments to find out details on how to take next steps.
[1] Conditions apply and can be discussed with a member of our Collections Team who has been trained to assist you in your inquiries.
