Financial Hardship Assistance

Hardship assistance information


At Pepper, we get that unexpected life events or unforeseen changes can happen, making it difficult for you to meet your repayments.

We understand that it may be uncomfortable for most people to admit that they are struggling with their finances or are in financial hardship. However, it is important to remember that the sooner you talk to us, the sooner we may work with you to come up with an arrangement to assist you during you period of difficulty.

What is financial hardship?
Financial hardship is you have difficulty in paying loans and debts when a repayment is due even though you may want to. This may be due to: 

  • sudden unemployment or reduction of income;
  • injury or illness;
  • unforeseen emergency events or natural disaster;
  • a death in the family or other significant life event or
  • an increase in other bills or other sudden expenditures.

Financial hardship is more common than you think. It's important that you reach out and keep us updated on your situation when difficulties arise.

Pepper’s approach to hardship
Pepper is committed to helping customers who are experiencing hardship where possible. Our hardship team will proactively get in touch to discuss your individual circumstances, answer any questions you might have and ask you a series of questions to work out a solution that is suitable for your circumstances. Questions asked may include:

  • The circumstances surrounding your situation;
  • What amounts you can repay in the meantime and when can you commence making these payments; or
  • How long you foresee the situation lasting. 

Based on the information you provide, we may be able to set up a short-term payment arrangement to help manage your repayments while you get back on your feet. This may include:

  • A postponement of payments;
  • Loan variations;
  • A moratorium;
  • Access to redraw funds; or
  • Time to sell. 

All requests for hardship assistance will be treated in the strictest confidence as we work together to find a solution. 

How do I apply for hardship assistance?
You can reach our Hardship Assist Team, Mondays to Fridays, 8:30am - 5:30pm AEST. 
Australia: 1800 356 383 | New Zealand: 0800 466 108

Email: assist@pepper.com.au
Post: PO Box 244 Parramatta CBD NSW 2124
Fax: 1300 597 864

Alternatively, if you wish to nomiate someone to speak on your behalf please complete the Third Party Authorisation (PDF) form and send this to us. 

Frequently Asked Questions

If you’ve missed a payment (or multiple payments) on your loan, please give our customer resolutions team a call on 1800 229 722 (option 2) to discuss the situation and see how we can help. 

We understand that sometimes there are unforeseen circumstances that mean you are unable to meet your repayments. When something like this happens, give us a call between 8:30am and to 5:30pm (AEST) on 1800 356 383 and we’ll work with you to manage your loan.

We will contact you and assess your request. We may need to contact you in writing to request further information in order to help us make our decision.

1) You can have the decision reviewed further by our Customer Resolutions Team. 

2) If you are still unhappy with the decision, you can apply to the court to seek a hold or delay of the enforcement action against you; or

3) You can then contact Australian Financial Complaints Authority on 1800 931 678, a service that is available to you free of charge, to have your decision reviewed.

Your credit rating is unlikely to be impacted by a request for hardship assistance.

You may wish to speak to a financial counsellor who can provide a free, independent and confidential service and they are available in every State and Territory – you can find some of them here on our website. Alternatively you can also visit National Debt Helpline, a not-for-profit organisation that can help you manage your debt problems. You can also find a lot of helpful financial information on www.moneysmart.gov.au.

To help understand the process when applying for Pepper Hardship assistance, view our Fact Sheet here.

Related Stories