What if the lender has declined my request for financial hardship assistance?


If the lender declines your application:

  • it must write to you and set out its decision and the reasons for its decision
  • you can lodge a complaint with us (if your lender is a scheme participant at CIO).
  • you can contact us on 1800 138 422.
Once we receive your complaint, we will investigate whether we can assist you in asking your lender to reconsider its decision.
During our investigation, we may require you to complete and return our Hardship Application Questionnaire. To assist us in our investigation, you may wish to complete and return this questionnaire as soon as you make your complaint.
We also recommend that you seek legal or financial counselling advice.