top of page
8fe149_7a36bdf4cd234af986377500791d3c92~mv2 copy.jpg
Not everyone's circumstances are the same

We understand that sometimes life throws us a curve ball,  and things don't always go as planned. We are here to support you when you need it most.

Need help getting back on track?

Everyone's story is different. Our Hardship & Vulnerability Team can provide a safe space for you to have your story heard, and together we can tailor a solution that supports you in getting back on top of your finances.


Our options below include flexible contact methods, understanding support services and helpful information on the types of help that are available to customers experiencing hardship, vulnerability, and the inability to make an immediate payment. 

Disclaimer: The options below are not financial advice. The support that is available may differ depending on the individual, or the case. If necessary, consider seeking independent legal, financial, taxation or other professional advice unique to your circumstances.

What support is available

We can arrange one or more of the following solutions that may help support you in getting back on track:

Payment Arrangements

The ability to pay your account in installments, either;

  • Weekly, fortnightly or monthly payments

  • Payments aligning with your income dates

  • Manageable payment amounts made manually or via direct debit


Depending on your situation, moratorium may be available to you. Moratorium is a temporary suspension of your account, meaning that your account may be put on hold for an agreed period of time; allowing you time to seek financial advice, create a plan or attain an improved financial position.

Need to contact us regarding your situation?

Speak to an Operator

Email Us

How can I get support?

Speak with us via Telephone

Speak with a member of our experienced customer care team by calling 1300 393 416.

  • An operator can take you through the process step by step, so you know exactly what to expect. You may need to provide additional information to help us get a clear picture of your situation and so that we can work out the best way to help you.


Information on Financial Counsellors

Do you require support in creating a plan to move forward financially or need someone to advocate on your behalf? If you have a Financial Counsellor acting on your behalf, they can contact us with your permission.

Contact the National Debt Helpline to be put in contact with a Financial Counsellor (free service): 1800 007 007.

View recoveriescorp's Financial Counsellors Engagement Charter here.


Complete an online Hardship Application Form

Complete our online Hardship Assistance form here.


Request a Call Back via Telephone

Request a call back from our team at a time that suits you.


View our REFLECT Reconciliation Action Plan

The aim of our Reflect RAP is to advance this vision by promoting a culture of respect for Aboriginal and Torres Strait Islander peoples, both within our organisation and within the communities we help across Australia. Our commitment towards reconciliation over the next two years is detailed in the actions of this plan and we hold ourselves accountable for every commitment made.

View our REFLECT Reconciliation Action Plan here.

Helpful Resources

The below resources provide activities to support your mental wellbeing, and provide useful information to help with a variety of circumstances.

headspace test.png


A free website providing a variety of ways to support your mental and physical wellbeing.

black dog institute test.png

Black Dog Institute

Free podcasts exploring different insights into mental health through personal experiences and expert opinions.

smiling mind test.png

Smiling Mind

A free app that provides daily meditation and mindfulness exercises.

this way up test.png

This Way Up

A free website providing mindfulness strategies for managing stress and boosting your wellbeing.

Support Services Available

If you require additional support, the below resources are free and readily available.


View our Hardship & Vulnerable Customer Policy

In keeping with our vision of “We enable successful and socially responsible credit experiences by empowering customers through exceptional people, technology and data”, Recoveriescorp recognizes that some of our customers due to their personal circumstances may require extra levels of care.


Our Hardship & Vulnerable Customer Policy provides our staff guidelines on how to effectively ensure that our customers are properly assisted in keeping with our vision as well as our obligations to our clients.


View our Hardship & Vulnerable Customer Policy here.


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

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

QLIFE (LGBTIQ+) is a telephone and online counselling service for LGBTI individuals impacted by domestic and family violence.

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


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


MensLine Australia is a telephone and online counselling service offering support for Australian men anywhere, anytime.

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.

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


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.

Mob Strong Debt Help (support First Nation (Indigenous) Australians): 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).


National Disability Services is 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) is a government scheme to ensure that people with a disability have the support they need.


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

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.


MoneySmart (ASIC) 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.

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

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

  • Translator Services (TTS AND Internal Translation Program)

  • Preferred Language (Workflow AND website)

  • National Relay Service

bottom of page