Financial Hardship Information 

What if I experience hardship? 

At Payright we are here to help. 

Payright understands that life sometimes presents unexpected challenges and that due to a change in circumstance, you may find it difficult to maintain your regular repayments. 

You may be experiencing hardship, if you are unable to reasonably keep up your repayments or other obligations. Factors that may have contributed to this include illness, injury, loss of employment or the end of a relationship, however your circumstances may vary. Where you believe you are suffering from hardship, you should get in touch with us as soon as possible to see how we can support you. 

If we become aware you are having trouble meeting your financial commitments to us we may contact you to discuss your situation and the options available to you. 

How can I notify you of my hardship? 

 We ask that you contact us as soon as possible to discuss your situation so we can consider how we can help. Where you notify us of hardship we may be able to make changes your contract to help you get back on your feet.  

To notify us of hardship, please fill out your details here. 

If you would like to speak to one of our Support team, we are available from 8am-7pm (Australian Eastern Time) Monday-Friday, and 9-5pm on Saturdays. 

You can contact us by:
Calling us on: 1300 338 496
Emailing us at: hardship@payright.com.au
Or writing to us at:
Payright
42 Cambridge Street
Collingwood VIC Australia 3066 

What information do I need to provide? 

In order to notify us that you are suffering hardship, you just need to let us know. However, in order for us to consider your hardship notice and consider what kind of support we can provide, we may need additional information. You can give us this information at the time you notify us, otherwise we may have to request this from you.  

This information may include letting us know the reason(s) you are facing hardship and what type of arrangement and support you are seeking (e.g. repayment pause). This will help us to determine whether you are unable to meet your obligations under the contract and, if so, how to change the contract. 

If you notify us of your hardship by email or by post, we may need to come back to you to understand more about your situation. 

Occasionally, we may require further information to assess your request. In such cases, we will let you know as soon as possible and within 21 calendar days of your request for a hardship arrangement. So that we can properly consider your request for hardship arrangement you must provide us with any information we request within 21 calendar days of our request. 

We will let you know the outcome of your application in writing within 21 days of your request for a hardship arrangement or within 21 days of receiving any additional information we ask you to provide. We elect to give customers an outcome even where we have agreed to change the contract for a period of less than 90 days. If you do not provide us with any information we request, we will provide you with an outcome within 28 days of us requesting your information.  

If we agree to change the credit contract, we will confirm your obligations once any period of hardship arrangement ends and make reasonable efforts to contact you before commencing any enforcement action if you do not comply with the terms of your hardship arrangement. We will not charge you any additional late fees whilst you are meeting the terms of your hardship arrangement. 

Where we do not agree to change the credit contract, we will provide you with reasons to explain our decision. If you are not happy with our decision you may raise a complaint with AFCA in accordance with Payright’s complaints handling policy and procedure located here. 

Other help 

The National Debt Helpline is a free government funded service that provides independent financial counselling and support. To speak to a financial counsellor, call the National Debt Helpline on 1800 007 007 or go to www.ndh.org.au.