Please see our list of frequently asked questions for home loan and asset finance customers, designed to help you navigate the financial assistance options that may be available to you.

FAQs for home loan customers

Facing hard times and becoming aware of a changing situation or increasing difficulty is the first important step that you can take.

Please take a moment to look at the existing features of your loan and the Government Assistance on offer, so you know what next steps you can take if your circumstances change in the future.

If your circumstances do change and you are unable to meet your loan repayments or pay for essentials such as groceries and bills, please apply for assistance here or contact us on 1300 650 931 to discuss your situation and the options which may be available to you.

We understand that the impacts of COVID-19 has been significant, and it is an extremely tough for many people. If you notify us of your changing circumstances, we aim to work with you side by side to help you understand your options.

To do this, we will need to understand your unique situation to be able to consider your hardship request and discuss your options.

This may include asking you:

  • The reasons why you are in financial hardship
  • An explanation of how and when your situation will improve.
  • Whether you can make any repayments to your loan and over what period
  • To provide a statement of financial position, which sets out your income and expenses, as well as relevant supporting documents.

If you or another account holder are still employed and have reliable, ongoing sources of income, you should try to make your loan repayments as you are reasonably able to. However, given your financial situation will be changing and if you are unable to meet your loan payments at that time, please contact us to discuss options.

In this situation, we will ask you to confirm a repayment amount that you can comfortably repay during the temporary reduction in your monthly repayments. You can apply for a reduction to your monthly repayments here or by contacting us on 1300 650 931 to discuss your situation and the options which may be available to you.

If your tenant is a day or two late with rent, your real estate agent or property manager should be helping you throughout this process. We recommend they have an open dialogue with your tenant, understand their situation, see what they can afford to pay and whether they have looked into financial assistance.

Depending on the circumstances, if you find that due to a decrease in your rental income you are unable to meet your home loan repayments please apply for financial assistance here, or contact us on 1300 650 931 to discuss your situation and the options which may be available to you.

Typically, a “payment holiday” is a temporary suspension to your loan repayments because of temporary financial stress.

At Pepper, you can apply to us for either a reduction to your loan repayment amount for a set period or a repayment break which involves putting a pause on making scheduled repayments on your home loan for a set period of time.

If you have applied for assistance with Pepper and we agree to pause your repayments, your scheduled repayments will likely increase once the repayment break has ended to ensure that your loan is repaid within the remaining loan term.

If your income has been reduced temporarily, such as one spouse losing a job and leaving you with only one income, you may be able to apply for a temporary reduction in your scheduled repayments.

In this situation, we will ask you to confirm a repayment amount that you can comfortably repay during the temporary reduction in your scheduled repayments. You can apply for a reduction to your scheduled repayments here.

If you have been “stood down” and are experiencing any of the situations below, please apply for assistance here:

  • You are unable to make your loan repayments
  • You are finding it difficult to make your loan repayments
  • Your financial situation will be changing, and you may be unable to meet your loan repayments at that time
  • You have received a default notice from Pepper or another lender.

If you are eligible for financial assistance from Pepper Money, this will not negatively impact your credit history during this period.

If you are experiencing financial difficulty right now as a result of losing your job, we encourage you to apply for assistance here or contact us on 1300 650 931 to discuss your situation and the options which may be available to you.

Please note that due to the unprecedented high volume of enquiries to our customer service centre, you may experience a longer response time than usual. We appreciate your patience during this busy time, and apologise for any inconvenience this may cause.

You may have the option of varying all or part of loan account from principal & interest repayments to interest-only repayments for a specified period as agreed with us.

This will reduce your repayments, as you don’t have to pay the principal of the loan for a specified period, only the interest portion.

It’s important to understand that the principal amount of your account isn’t being paid off during this period, so once your monthly repayments will increase once loan account converts back to principal and interest, in order to ensure that the remaining principal and interest balance is paid off over the remaining loan term.

Since June 2019, Pepper Money has reduced existing customers’ interest rates by up to 0.85%. If you have not reduced your direct debit amount in some time, you may be paying more than you are required to.

You may also choose to reduce your loan repayment amount to the minimum contractual repayment amount, including any monthly account keeping fees. To adjust your repayments, please email us with your request or contact us on 1300 650 931.

If you would like to speak to us to request a reduction to the interest rate on your loan account, please contact us on 1300 650 931.

Insurance you have financed as part of your loan may provide cover for loss of income and/or loss of employment. You may also have separate insurance policies (such as income protection/salary continuance insurance) which may provide coverage for loss of income and/or loss of employment. Contact your insurer to find out if you are able to make a claim due to your current situation.

Additional FAQs specific to asset finance customers

There are several options available depending on your situation. You may be able to apply to us to:

  • extend the term of your loan contract, which effectively reduces the repayment amount
  • reduce the repayments due within a specific period
  • put your loan repayments temporarily on hold for a set period of time

Please apply for assistance here or contact us on 1300 650 931 to discuss your situation and the options which may be available to you.

The interest on your loan account will continue to accrue during the period of assistance and will be added onto your loan balance.   

Any deferred or reduced repayment amounts will be added to your loan balance and the repayments will be adjusted at the end of the assistance period to ensure the loan is repaid within the remaining loan term.

If you cannot pay the balloon/residual payment in full, the total amount may be able to be broken down into smaller manageable repayments over an extended term.

To find out what your options are, please email us at AssetService@pepper.com.au . Credit eligibility criteria, terms and conditions, fees and charges apply.

To find the current balance of your loan account, you can request a loan statement be sent to you by emailing assetService@pepper.com.au .

To assist with your request, please include any two of the following account details in your email request:

  • Loan Contract Number
  • Customer Name(s)
  • Vehicle make and model
  • Rego Number
  • VIN Number

You can change the frequency of your payments at any time by contacting our Customer Service team. Simply, send an email to assetservice@pepper.com.au and include your name and phone number.

Pepper Money provides all customers the option to pay out their loan early. Simply send an email to AssetService@pepper.com.au requesting a “Pay out Letter” with your name and phone number. An early termination fee may apply.

If you wish to change the existing payment method, please send an email to AssetService@pepper.com.au with your name and phone number.

Still have questions? Our friendly customer service team are on hand to help, just call 1300 650 931 between 8:00am and 5:30pm (AEDT) Monday to Friday.

Additional Support

Existing Home Loan features that may assist you
Existing features on your loan that you have access to

Your loan account has features that may assist you with your current and future needs.

Government Assistance
Government Assistance

It is important to be aware of the Government assistance available to you.

external counselling organisations
Financial Counselling Associations

Here is a full list of external resources that can assist you.