Austral Mortgage Hardship Procedure
If you are experiencing difficulty making your loan repayments because of hardship, please take the following steps…
If you are experiencing difficulty making your loan repayments because your circumstances have changed in any way, please contact us immediately to discuss how we may be able to assist you.
Our promise to you is to treat you with respect and to use our best endeavours to help you. There are a number of ways you can contact us:
In writing to:
Customer Service Manager
Austral Mortgage Corporation P/L
Level 14 309 Kent St
By Phone on: 1300 30 30 99
By Fax to: 02 9994 8008
Austral is a Credit Licensee and as such must comply with the service levels set out in the National Consumer Credit Protection legislation.
This requires us to respond to a hardship request within 21 days. Within 48 hours of receiving your hardship request we will post, email or fax you a Statement of Financial Position form which you will need to complete, sign and return to us promptly. We will review your hardship request as quickly as possible and advise you of any additional supporting information we may need. There are avenues we can consider to help you through difficult circumstances. We will advise you of our response in writing.
Credit Investments Ombudsman
If you consider your hardship application has not been satisfactorily handled, you can refer it to the Credit Investment Ombudsman, who can be contacted:
In writing to:
PO BOX A252
By Phone on: 1800 138 422
Or online at www.cio.org.au
Credit Ombudsman Services Limited is an ASIC approved external dispute resolution service which is free to customers of Austral.