Financial Hardship FAQ

What is hardship?

Hardship is when a customer is not able to make their regular loan repayments. This could be for a credit card, personal loan or car loan. This is also known as Financial Difficulty.

Are you having difficulty making repayments to Latitude?

At Latitude we understand that sometimes life events such as illness, unemployment or relationship breakdown can lead to difficulty in making repayments.

If this occurs it is important that you contact us as soon as possible so we can discuss your circumstances in order to enter into a suitable arrangement.

Who should you contact?

We have a dedicated Hardship team to assist our customers experiencing Financial Difficulty.

1800 220 718
Mon - Fri, 8am - 5pm (AEST)

Hardship Department
GPO Box 940G
Melbourne VIC 8060

What happens then?

Our Hardship Team’s aim is to assist you in your current financial situation as efficiently as possible. To do this they will complete an over-the-phone assessment with you. This assessment should take less than half an hour and requires you to provide us with details of your income and expenses. In certain situations we may request some documents to finalise the assessment, but will explain this to you if this is necessary.

Where we are able to offer a hardship solution we will:

  • Tailor this to your personal circumstances;
  • Assess what you can afford to pay and
  • Stop collections calls or letters while the hardship agreement is maintained.
Where we are unable to agree to a hardship arrangement we will advise you of this in writing and inform you of your further options in line with our complaint handling process.

Do you have Insurance on your account?

Claiming is easy. You can choose between calling us on 1800 800 230 8.30am – 5.00pm Mon – Fri AEST or by submitting a claim online.

Online Claims:

You can check if you have Insurance on your Credit card statement or for personal loans it will be on your Loan Contract.

In the meantime, you can still apply for Hardship assistance, whilst you make an Insurance claim.

Do you want free independent assistance?

Financial Counselling is a valuable service that is offered at no cost by some community organisations, community legal centres and government agencies. At Latitude, we recognise that each customer’s situation may vary according to their circumstances, and that some customers may find it particularly beneficial to speak with a financial counsellor. The National Debt Helpline website ( has easy to use, step-by-step guides on how to tackle debts.

National Debt Helpline on 1800 007 007 to talk to a financial counsellor.

Do you want to find a local Financial Counsellor?

Find a local Financial Counsellor.