Your repayment schedule
- Your contract and your account show each due date and amount.
- Your repayment dates follow your contract. We never change them without telling you.
- Please make sure the money is in your account before each direct debit.
- If you change your bank details, do it early so the change is ready in time.
- An estimate in your account never overrides your contract or a change we agreed in writing.
Update your mobile, email and address so reminders, notices and our replies reach you. For some changes we will check your identity first.
Ways to pay in your account
Pay the next repayment
Shows the amount and date before you confirm. You get a receipt once it goes through.
Pay any amount
Shows how the payment will be used and whether it changes your next repayment, your balance or your loan length.
Pay it all off
Shows today's payout figure first, so you know exactly what closes the loan.
A payment only covers the amount and method shown. It never stops you asking for hardship help, a refund or a correction, or making a complaint.
Paying extra or paying early
Before you pay extra, check whether a scheduled repayment is still coming out, how your payment will be used, whether any fees or interest change, and when your balance will update. A payout figure always shows the date it was worked out and the date it runs out.
If you might miss a payment
- 1
Contact us early
You can ask for help before a payment is due. You do not need to use the word 'hardship'.
- 2
Tell us what has changed
Give us enough to understand the problem so we can work out how to help. We only ask for what we need.
- 3
Look at the options
Depending on what is happening, we may move your payment date, agree a short-term plan or change your loan through a hardship arrangement.
- 4
Get our answer
We answer in writing within 21 days of your request, or of getting any information we ask for, and explain your options, including AFCA.
- 5
Know what a missed payment costs
If a repayment is missed or fails, a $35 fee applies each time and interest keeps adding up. If an overdue loan is sent to a collection agency, collection costs may be added as your contract allows. Talking to us before the due date helps.
Your payment records
- A receipt for every payment, with the amount, date, reference and status.
- Your full repayment history, including any reversed or failed payments.
- Your current balance and a dated payout figure.
- Your contract, schedule, statements and notices, to download.
- Written confirmation of any change we agree, including a hardship arrangement.
Banks and payment providers can take time. Your account shows pending, successful, reversed and failed payments differently.
Free, independent help
If you have several debts or need help talking to the people you owe, the National Debt Helpline gives free and private financial counselling.