What to do I do if I experience unforeseen 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.
If you are unable to reasonably keep up your repayments or other obligations because of illness, injury, loss of employment, the end of a relationship, or other reasonable cause, we may be able to offer you a hardship arrangement.
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 you request a hardship arrangement?
You can request to temporarily vary your repayment arrangement if you are experiencing hardship. We ask that you contact us as soon as possible to discuss your situation so we can consider how we can help. We will put repayments on hold and will not charge you any additional late fees while we consider your request.
To enter your hardship application, 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: firstname.lastname@example.org
Or writing to us at:
Level 2, 789 Toorak Road
Hawthorn East VIC Australia 3123
What information do I need to provide?
To assist us in considering your request for a hardship arrangement, you will need to:
1) Explain your reason(s) for seeking a hardship arrangement;
2) Let us know what type of arrangement you are seeking, for example;
a) a temporary postponement of payments due under your contract (please specify the period for which you want this to apply); or
b) a reduction or variation in the frequency and/or the amounts of your regular repayments.
If you request a hardship arrangement by email or by post, you will need to send this information with your request.
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 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 a hardship arrangement, 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.
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.