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Picture Book · Debt and cash flow

It's okay to ask your lender for help

Story pages

A woman in her fifties sitting at a kitchen table at night with a worried expression
Meet Maria. Her hours were cut, and her loan repayment is due next week.
Many lit windows in a row of houses on a street at dusk
Financial hardship is when you can't make a credit or loan repayment. You're not alone: there were more than 280,000 hardship notices in 2024/25.
A woman making a phone call by a window in the morning
Contact the lender's hardship team early. The sooner you ask, the more options there are.
A woman and a friendly bank worker talking across a small table in a bright room
They'll usually ask why you need help, your income and major expenses, and what you can afford to repay.
A garden after rain with the sun breaking through the clouds
A hardship arrangement doesn't affect your credit score. Your report shows it, and the listing is deleted after 12 months.
The woman walking out into a sunny street with her shoulders relaxed
If the lender says no, they must give reasons, and you can complain.

The end

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General advice warning. This picture book is general information only. It does not take into account your objectives, financial situation or needs, and it is not personal advice. Rules and thresholds change. Before acting, consider whether it is right for you, read any relevant Product Disclosure Statement and our Financial Services Guide, and seek personal advice. Past performance is not a reliable indicator of future performance.

Information as at 27 October 2026. Sources:

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