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Financial Difficulty

Many people experience difficulty with money and debt at some time in their life. This could be because of medical reasons, loosing work, relationship breakdown, a pandemic or a natural disaster. But seeking support is important and we’re here to help. 

What is financial difficulty?

Financial Difficulty or Hardship is when you want to pay your debt, but can no longer afford to due to an unexpected change in circumstances. 

Certain events may result in you needing support to get back on track financially. For example:

  • Reduction in your income
  • Increased to your expenses
  • Loss of hours at work or losing your job
  • A significant life event, such as a relationship breakdown or death in the family
  • Injury, illness or unexpected medical expenses
  • Unexpected event, natural disaster or pandemic
  • Family and Domestic Violence
  • Anything else that is sudden, unexpected and leaves you financially worse off

If you’re experiencing financial difficulty, it’s important you let us know, so that we can tailor our assistance to you. 

Ways we may be able to assist

We may be able to help with tailored payment solutions, including reducing your payments for a period of time, extending your repayment arrangements, applying payment holds, reducing or stopping interest, or other speciality support based on your unique circumstances.

How to request assistance

Our team are here to assist you, and will talk you through the options we have available to help when times are tough.

To do this, we may need to ask you some questions to properly understand your circumstances (e.g. questions about your income and expenses) we may also ask for supporting documents. Once we have everything, we can setup the agreed support. In some cases, we may not need any additional information from you.

Sometimes, we may need to work with our client (the organisation who is responsible for the debt e.g. the bank) to determine the support and options we’re able to provide. In these circumstances, we’ll keep you updated and make sure you’re not receiving calls from us until a decision is made.

Everything you tell us is confidential and used only to determine the best supports for you. You can nominate someone to speak with us on your behalf if you prefer (e.g. a friend, financial counsellor, or family member).

Phone

We have a number of departments and teams, so please call us on the phone number listed in the letter, email or SMS we sent to you. Alternatively, call our switchboard team on +61 07 3292 1000 and they will direct you through to the right area.


Customers who are deaf or have a hearing or speech impairment can contact Collection House via the National Relay Service.

TTY/voice calls: 133 677
Speak & Listen: 1300 555 727
Interpreter assistance is available for customers upon request.

Portal

Depending on the type of your account, you may have access to our Customer portal to request assistance online. If you do have portal access, you will find login details in email or written correspondence from us. Call our team if you aren’t sure.

Email

Email our Customer assist team with details of your request and your Collection House reference number. We will have a member of our team contact you to discuss your request.

If you’re not satisfied with something we’ve done, or perhaps haven’t done, we want to know about it. You can find information on how to raise a concern or make a complaint here.

Other ways to get help

When you need some extra support, there are community organisations and government support services that can assist you, depending on your needs.

National Debt Helpline

Financial Counselling – The National Debt Helpline is a non-for-profit service. Get help with debt and access free, confidential financial counselling across Australia. You can speak to a financial counsellor directly from their website or by calling 1800 007 007.

Way Forward is a not-for-profit organisation that helps people who are experiencing financial difficulty manage their debts, at no cost to them. If you have debts across multiple organisations and your circumstances are unlikely to change for some time, call 1300 045 502.

External Support by Country

Collection House operates throughout Australia, New Zealand and the Philippines. So that we can display the most appropriate services available in your local area, please select your location below.


Australian Support Services Directory

If you live in Australia and need some extra support, there are community and government services that may be able to assist you. If you have suggestions or feedback on this directory, please share your thoughts with us here.

Ask Izzy

Ask Izzy is a website that connects people in need with local housing, a meal, money help, family violence support, counselling and much more.

It is free and anonymous, with thousands of services listed across Australia.

Ask Izzy

Ask Izzy is a website that connects people in need with local housing, a meal, money help, family violence support, counselling and much more.

It is free and anonymous, with thousands of services listed across Australia.

Financial

Financial Counselling is free, independent and often in your local area. Financial counsellors provide support, advice and assistance in dealing with debts. Call the National Debt Helpline on 1800 007 007.


MoneySmart is an initiative by the Australian Securities and Investments Commission (ASIC). ASIC’s free MoneySmart website has tips and tools to help you manage your money and seek support.


Way Forward is a not-for-profit organisation that helps people facing long-term financial difficulty manage their debts, at no cost to them. If you have debts across multiple organisations and your circumstances are unlikely to change for some time, call Way Forward on 1300 045 502.


Mob Strong Debt Help Tackles credit, debt and insurance matters for our First Nations Peoples. Contact the Mob Strong Debt Help line on free call 1800 808 488 (Mon. to Fri. 9.30am – 4.30pm).


Services Australia (Centrelink) Centrelink offices provide, under one roof, a range of services on behalf of Australian Government departments.

In addition to providing financial assistance for eligible people, Centrelink provides support services for families, the elderly, the sick or injured, people with disabilities, young and adult job seekers, recent immigrants, carers, people undertaking or planning to undertake study or training, the self-employed, retired people and people planning retirement, the bereaved, people recently separated or divorced and people in crisis.

Financial

Financial Counselling is free, independent and often in your local area. Financial counsellors provide support, advice and assistance in dealing with debts. Call the National Debt Helpline on 1800 007 007.


MoneySmart is an initiative by the Australian Securities and Investments Commission (ASIC). ASIC’s free MoneySmart website has tips and tools to help you manage your money and seek support.


Way Forward is a not-for-profit organisation that helps people facing long-term financial difficulty manage their debts, at no cost to them. If you have debts across multiple organisations and your circumstances are unlikely to change for some time, call Way Forward on 1300 045 502.


Mob Strong Debt Help Tackles credit, debt and insurance matters for our First Nations Peoples. Contact the Mob Strong Debt Help line on free call 1800 808 488 (Mon. to Fri. 9.30am – 4.30pm).


Services Australia (Centrelink) Centrelink offices provide, under one roof, a range of services on behalf of Australian Government departments.

In addition to providing financial assistance for eligible people, Centrelink provides support services for families, the elderly, the sick or injured, people with disabilities, young and adult job seekers, recent immigrants, carers, people undertaking or planning to undertake study or training, the self-employed, retired people and people planning retirement, the bereaved, people recently separated or divorced and people in crisis.

Crisis


If you are in immediate danger, call 000 now for emergency services.

Lifeline is for anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14, or text 0477 13 11 14 at night (6pm-midnight AEDT). Someone will connect you with a crisis service in your state or territory. 


Kids Helpline is free, private and confidential, telephone and online counselling service specifically for young people aged between 5 and 25 in Australia. 


Beyond Blue has information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.

Crisis


If you are in immediate danger, call 000 now for emergency services.

Lifeline is for anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14, or text 0477 13 11 14 at night (6pm-midnight AEDT). Someone will connect you with a crisis service in your state or territory. 


Kids Helpline is free, private and confidential, telephone and online counselling service specifically for young people aged between 5 and 25 in Australia. 


Beyond Blue has information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.

Domestic and Family Violence


If you are in immediate danger, call 000 now for emergency services.

1800 RESPECT is a 24-hour national sexual assault, family and domestic violence counselling line for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.


Men’s Referral Service from No to Violence offers assistance, information and counselling to help men who use family violence. 


QLife is a telephone and online counselling service for LGBTI individuals impacted by domestic and family violence. 


Lifeline anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14, or text 0477 13 11 14 at night (6pm-midnight AEDT).


Another Closet  provides information for people in LGBTIQ+ relationships who are, or may be, experiencing domestic and family violence.

Domestic and Family Violence


If you are in immediate danger, call 000 now for emergency services.

1800 RESPECT is a 24-hour national sexual assault, family and domestic violence counselling line for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.


Men’s Referral Service from No to Violence offers assistance, information and counselling to help men who use family violence. 


QLife is a telephone and online counselling service for LGBTI individuals impacted by domestic and family violence. 


Lifeline anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14, or text 0477 13 11 14 at night (6pm-midnight AEDT).


Another Closet  provides information for people in LGBTIQ+ relationships who are, or may be, experiencing domestic and family violence.

Older Australians

National Seniors Australia connects Seniors to support services in their local area.


Better Place Australia supports older people in resolving conflict and preventing elder abuse. Better Place Australia also provides a range of mediation and counselling services for families, as well as financial counselling.


Aged Care Quality and Safety Commission Offers a free service for anyone to raise their concerns about the quality of care or services being delivered to people receiving aged-care services subsidised by the federal government.

Older Australians

National Seniors Australia connects Seniors to support services in their local area.


Better Place Australia supports older people in resolving conflict and preventing elder abuse. Better Place Australia also provides a range of mediation and counselling services for families, as well as financial counselling.


Aged Care Quality and Safety Commission Offers a free service for anyone to raise their concerns about the quality of care or services being delivered to people receiving aged-care services subsidised by the federal government.

Multicultural

Refugee Advice and Casework Service (RACS) information and advice about refugee law and processes.


Australian Red Cross Australian Red Cross provides information about advocacy, relief and support services for vulnerable people in need and helps to connect migrants with essential support services.

Multicultural

Refugee Advice and Casework Service (RACS) information and advice about refugee law and processes.


Australian Red Cross Australian Red Cross provides information about advocacy, relief and support services for vulnerable people in need and helps to connect migrants with essential support services.

Mental Health

Beyond Blue 24 hour counselling for people seeking support for their mental health such as anxiety or depression.


Lifeline is for anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14, or text 0477 13 11 14 at night (6pm-midnight AEDT). Someone will connect you with a crisis service in your state or territory. 


Mensline Australia telephone counselling service available 24/7 for men with relationship or family concerns.

Mental Health

Beyond Blue 24 hour counselling for people seeking support for their mental health such as anxiety or depression.


Lifeline is for anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14, or text 0477 13 11 14 at night (6pm-midnight AEDT). Someone will connect you with a crisis service in your state or territory. 


Mensline Australia telephone counselling service available 24/7 for men with relationship or family concerns.

Disability

National Disability Services Australia’s peak industry body for non-government disability service organisations. Collectively, 1,000 NDS members operate several thousand services for Australians with all types of disability. Refer to their website for contact phone numbers in each state.


National Disability Insurance Agency (NDIS) a government scheme to ensure that people with a disability have the support they need.

Disability

National Disability Services Australia’s peak industry body for non-government disability service organisations. Collectively, 1,000 NDS members operate several thousand services for Australians with all types of disability. Refer to their website for contact phone numbers in each state.


National Disability Insurance Agency (NDIS) a government scheme to ensure that people with a disability have the support they need.

Bereavement

Australian Centre for Grief counselling services for people experiencing loss and grief nationwide.

Bereavement

Australian Centre for Grief counselling services for people experiencing loss and grief nationwide.

Addiction

Counselling Online drug and alcohol related support and referrals to relevant state based counselling services.


Gambling Help counselling, information and support for individuals and partners, families affected by gambling.

Addiction

Counselling Online drug and alcohol related support and referrals to relevant state based counselling services.


Gambling Help counselling, information and support for individuals and partners, families affected by gambling.

Serious Illness

Cancer Council Australia A confidential service for anyone looking for cancer information or support. The line is open Monday to Friday, 9am to 5pm.


Health Direct speak with a registered nurse or locate a general practitioner.


Capacity Australia provides free education and information sessions on advocacy services for vulnerable people and those with disabilities, such as rights and responsibilities within the aged- and community-care sectors. 


Dementia Australia advocates for people living with all types of dementia, and for their families and carers. Provides support services, education and information.


Palliative Care Australia improving the quality of life of patients and their families facing the problem associated with life-threatening illness.

Serious Illness

Cancer Council Australia A confidential service for anyone looking for cancer information or support. The line is open Monday to Friday, 9am to 5pm.


Health Direct speak with a registered nurse or locate a general practitioner.


Capacity Australia provides free education and information sessions on advocacy services for vulnerable people and those with disabilities, such as rights and responsibilities within the aged- and community-care sectors. 


Dementia Australia advocates for people living with all types of dementia, and for their families and carers. Provides support services, education and information.


Palliative Care Australia improving the quality of life of patients and their families facing the problem associated with life-threatening illness.

Government and Legal Services

Department of Human Services information on Government initiatives and payments such as Centrelink, Medicare, Child Care.


National Disability Insurance Agency (NDIS) a government scheme to ensure that people with a disability have the support they need.


National Association of Community Legal Centres (NACLC) independent community legal centres that provide free and accessible legal and related services to everyone. State-based NACLC links are available on their website.


ASIC MoneySmart providing you with tools to help you manage your money, plan, invest, or pay off debt.


Government Crisis Payment A one-off payment if you’ve experienced an extreme circumstance and are in severe financial hardship.

Government and Legal Services

Department of Human Services information on Government initiatives and payments such as Centrelink, Medicare, Child Care.


National Disability Insurance Agency (NDIS) a government scheme to ensure that people with a disability have the support they need.


National Association of Community Legal Centres (NACLC) independent community legal centres that provide free and accessible legal and related services to everyone. State-based NACLC links are available on their website.


ASIC MoneySmart providing you with tools to help you manage your money, plan, invest, or pay off debt.


Government Crisis Payment A one-off payment if you’ve experienced an extreme circumstance and are in severe financial hardship.

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