Financial Hardship




We understand that life can take unexpected turns and that anyone can experience financial difficulty, due to unforeseen circumstances. Common events that may contribute to financial difficulty may include illness, change in income, relationship breakdown or emergency events like natural disasters and pandemics.

Our dedicated financial hardship team are committed to assisting you with finding a solution to help you get back on your feet.

Financial Counselling

Financial counselling is a free service offered by community organisations, community legal centres and some government agencies. Financial counsellors can provide you more help if you need it.

The National Debt Helpline 1800 007 007 is open from 9:30am to 4.30pm, Monday to Friday. When you call this number you will be automatically transferred to the phone service in your state (opening hours can differ in different states). Calls from mobile phones may incur additional fees.


What happens to reporting of Repayment History Information (RHI) when you have a financial hardship arrangement?


Your credit report includes your RHI for accounts such as personal loans, personal credit card accounts and home loans. Whilst you are in a financial hardship arrangement, your RHI will confirm whether you met the requirement of that arrangement (instead of your normal payment obligation).


From 1 July 2022, when you enter into a financial hardship arrangement with us, it will be reported on your credit report, alongside your repayment history for that month. It will not show the reason you are in hardship or details of what the arrangement is. The repayment history information will be based on you being able to make repayments based on the terms of your financial hardship arrangement.


Your credit report will also show that those payment obligations have been impacted by a financial hardship arrangement. This will be shown by a letter code of ‘A’ or ‘V’ (depending on the type of hardship assistance) that will go next to your RHI and will remain on your credit report for 12 months.


Visit Credit Smart for more information on financial hardship arrangements.


Read more


To apply for hardship, please fill out the form here and email it to or if you would like to speak directly with our dedicated team, please contact us at:

Phone: 1800 333 636

Read more


  • How do I apply?
  • How can we support you?
  • What kind of support documents do I need to send?
  • Does my Insurance cover financial hardship?
  • What if I am not happy with the outcome of the assessment?
  • When will I get a decision?
  • What happens if I still require assistance after my initial request?


*The BMW One app is compatible with Android OS 13.3 and above, and iOS 10.0 or later. Apple, and the Apple logo are trademarks of Apple Inc., registered in the U.S and other countries. App Store is a service mark of Apple Inc. Google and the Google Logo are registered trademarks of Google Inc. © 2012 Google Inc.

Read more