Our approach to financial hardship
Macquarie understands that at times our customers may go through temporary financial hardship.
This may be related to unemployment, unexpected illness, natural disasters or a relationship breakdown.
Where you feel you may not be able to meet your regular repayments or some other financial obligation under your loan, lease, credit card or mortgage contract(s), please contact us to see how we can work together towards a solution for you.
Our dedicated hardship team will work with you to assess your situation and find a reasonable solution, which may, depending on your circumstances, include:
- Extending the period of your contract or reducing the payments due within that period
- Postponing the payment(s) due within a specific period
- Extending the period of your contract and postponing the payments due within the specific period
How to apply
Please contact one of our dedicated financial hardship specialists on the numbers below. If you would prefer to have a third party or financial counsellor handle this matter for you please let our hardship specialists know:
What happens after you apply?
After we have received your application, along with any other supporting information we need to assess your application, it will be reviewed by one of our specialists.
You will receive a written notice of the outcome of this assessment within 21 days of our receipt of all the relevant documentation.
Frequently Asked Questions
Will collections and recovery activity continue?
During your hardship application process, collections activity will cease. Where your application is approved, further recovery action will cease for the hardship period provided by Macquarie.
What happens if my application is declined?
We will notify you of the outcome of your application, outlining the reasons for this decision.
What if I am not happy with the outcome of the assessment?
If you are not happy with any part of the hardship process, including the decision, you may contact us and we will refer you to our Service Quality team for assistance. If you are still not happy with this outcome, you may lodge a complaint with the Financial Ombudsman Service (FOS). FOS is an independent external dispute resolution scheme that is free for you to use. www.fos.org.au
How long can I be in hardship for?
Each case is different. Depending on your circumstances, financial hardship may apply as a short or medium term solution for you.
What information does Macquarie require from me in order to assess my application?
We may ask you for information including (but not limited to) payslips, medical reports or proof of expenditure to help us make an assessment of your application. It’s a good idea to have these documents at hand when completing your application.
Can someone else request assistance on my behalf?
Yes, we can work with a third party or financial counsellor who you have authorised to act on your behalf.
What if I am the victim of a natural disaster?
If you have been affected by a natural disaster, such as a bushfire or flooding, please call us as soon as possible and advise the hardship specialist of your circumstances. You can reach us on the following numbers:
For more information and assistance please visit the following websites:
Financial Counselling Debt Self Help
ASIC Money Smart