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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

Payment Holiday

Depending on your situation a payment holiday may be available to you.  A payment holiday is a temporary suspension of your account for an agreed period of time; allowing you time to seek financial advice or create a plan.

How can I get support?

Speak with us via Telephone

Speak with a member of our experienced customer care team by calling 0800 400 008.

  • 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.

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