Financial Hardship Policy
This policy explains the support available if paying would cause you hardship. It is general information, not financial advice, and should be reviewed by a qualified adviser before launch.
Financial hardship is common and nothing to be embarrassed about. If meeting an account would leave you unable to cover reasonable living expenses, we want to hear from you early — talking to us widens the options available to you.
What financial hardship means
Hardship is when you genuinely want to pay but cannot meet the required payments because of your circumstances — for example, illness or injury, a loss of income or employment, a relationship breakdown, a natural disaster, or other unexpected events.
How to tell us
Let us know as soon as you can, in whichever way is easiest for you — by requesting a payment arrangement, by email, or by phone. A short explanation of your situation helps us consider your request fairly. We may ask for some information to understand your circumstances, and we will keep what you share confidential.
What we can consider
Depending on your situation, we may be able to:
- set up a manageable instalment arrangement;
- agree a short pause on payments while you get back on your feet;
- adjust the timing or amount of payments;
- put recovery activity on hold while a hardship request is assessed.
Free, independent help
You do not have to navigate this alone. A financial counsellor can give you free, confidential and independent advice. The National Debt Helpline is available on 1800 007 007 (Monday to Friday) or at ndh.org.au.
Talk to us early. Ignoring an account never improves the outcome — a short conversation almost always does.
Ready to talk to Merion?
Whether you have accounts to recover or a question about a notice, the first conversation is always obligation-free.