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Financial Hardship

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We’re here to help our Members find financial solutions, this includes assisting them when they are impacted by financial hardship.

The most important thing to remember is that you must communicate with us about any financial hardship. We can not be of assistance if we are unaware of your situation.

Bank of Heritage Isle has adopted the borrower hardship principles agreed between the Government and the four major banks, with some variations which distinguish Banks. These distinguishing features are our mutual status, smaller size, commitment to personal service and record as responsible lenders. Our customers are our owners and are treated accordingly.

We can work with you in a number of ways:

  • We will treat your request confidentially and with respect.
  • We will ask you to provide us with financial information, so we can assess your situation.
  • We always encourage you to keep making whatever payments you can, while we are considering your request.
  • We will help you determine your short term as well as your long term plans.
  • We will not default your credit file while we are considering your application or request
  • We will help provide you with other options, if we are unable to progress your request.
  • If we agree on a plan to assist you, we will confirm this in a letter to you.
  • If we are unable to assist you, we will advise you promptly in writing.
  • We may refer you to a financial counsellor in appropriate cases (subject to availability).

If you are experiencing financial difficulty, please contact your local Branch Manager today to make an appointment to discuss your financial situation and help you work towards a solution. We can come to you or an agreed alternative venue.


Alternatively, you can apply for financial hardship relief by completing our Financial Hardship Application Form .

Financial counselling services

Financial counsellors can help you get back on track in terms of your financial commitments, and can guide you in dealing with lenders. For access to financial counselling services in all States and Territories, go to the Commonwealth Financial Counselling Directory or the Australian Financial Counselling and Credit Reform Association

If you are not satisfied with the outcome of your application, click here for further information on complaints handling.


If you have any questions, please contact us

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