Financial Hardship
We understand that at times, you may face temporary periods of financial hardship.
Some common factors that may cause financial hardship include:
- Losing your job, or a reduction in your income
- Unexpected illness or large medical expenses
- Relationship breakdowns
- Natural disasters such as bushfires, floods or storm events
If there is a reason you can’t make your regular repayments, we may be able to help you. How we can help will depend on your circumstances.
The sooner you contact us, the easier it will be to assist you.
If you are having difficulty making a repayment, we will work with you to find a solution tailored to your circumstances. Most often our customers simply need temporary assistance, including a review of their financial commitments, to get them through a difficult time.
Financial Hardship Contact Information
If you require financial hardship assistance please contact AFG Home Loans via the following details below depending on your home loan product.
Retro and Link
Telephone: 1800 629 948
Email: customerassist@afghomeloans.com.au
Alpha
Telephone: 1800 650 258
Edge
Telephone: 1300 155 426
Options
Telephone: 1800 184 260
Email: assist@pepper.com.au
Align
Telephone: 1300 163 184
Email: loansupport@thinktank.net.au
If you are unsure which home loan product you have, then contact 1800 629 948 and select the option to be directed to the relevant lender.
Should you not meet the criteria for assistance, we may recommend you speak with a financial counsellor. Financial counselling is offered free of charge through the Financial Counsellors of Australia. You can reach them by calling 1800 007 007.
Alternatively, if you are not satisfied with the outcome you may take the matter, free of charge, to our external dispute resolution scheme, the Australian Financial Complaints Authority. The contact details are as follows:
Australian Financial Complaints Authority
Telephone: 1800 931 678
Online: www.afca.org.au
Email: info@afca.org.au
Address: GPO Box 3, Melbourne VIC 3001
