Do you have to prove hardship to get a payment plan?

Usually not at first. Most creditors start with questions, not documents, and many ask about your income, spending and debts. Some want documents or a full statement before deciding, especially for longer help or a waiver. For personal credit, such as a home loan, personal loan or credit card, the lender can ask within 21 days of your request for information relevant to it, and you have to give it. Under credit law, you can ask by phone anywhere in Australia. In NSW, the national energy rules let you ask by phone too. Victoria, WA and the NT have their own energy rules. Phone and internet providers must let you apply in any way they usually offer customers, such as by phone if they have a phone line. Many creditors ask about your income and spending when you first ask. Some want documents or a full statement before they decide. Each section below covers what you can ask for, what they can ask you, words to use, and what to do if they ask for more. A full statement of your income, spending and debts helps with a longer arrangement, a waiver or a complaint, and when more than one creditor wants an amount agreed.

Usually, yes. Moneysmart, the government's money website, says the earlier you seek help, the more options you'll have. AFCA, the free complaints scheme, says to contact your lender as soon as possible. Missed payments without an arrangement can stay on your credit report for two years, and a default for five. Only agree to an amount you can keep paying.

It depends on who you owe. More time to pay, a pause, lower payments for a while, a longer loan term, or fees or interest waived. They don't always have to agree, but many have a hardship team whose job is to look at your request. Each creditor's page says what applies.

Ask a creditor for hardship help

Pick who you owe to see what you can ask for, what they can ask you for, the words to use, and what to do if they say no.

Asking for hardship help is a normal request. Every phone company must have a hardship process, energy retailers in NSW must have a hardship policy, and many other creditors have a hardship team.

Checked 7 October 2026 against the sources on each creditor's page

Who do you owe?

Owe more than one creditor? The National Debt Helpline can help you work out what to ask each creditor for.

Court or tribunal papers, or a default notice?

Asking for hardship help doesn't stop a court date.
If you have court or tribunal papers, don't ignore them, even if a date on them has passed.
Get free legal help quickly, before you sign anything or apply to the court to pay by instalments.
If you have a default notice, the National Debt Helpline can explain your options before the date on it.

National Debt Helpline
Free financial counselling, Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
1800 007 007

Free legal help

What people usually worry about

Do I have to prove hardship?

Usually not at first.

Most creditors start with questions, not documents. Many ask about your income, spending and debts.
Some want documents or a full statement before deciding, especially for longer help or a waiver.

Is it worth asking?

Usually, yes.

Moneysmart, the government's money website, says the earlier you seek help, the more options you'll have. AFCA, the free complaints scheme, says to contact your lender as soon as possible.
Missed payments without an arrangement can stay on your credit report for two years, and a default for five.
Only agree to an amount you can keep paying.

Will it hurt my credit score?

Asking isn't on your credit report. Missed payments can be.

Asking a lender for hardship help isn't itself recorded on your credit report.
While it decides, and for 14 days after any refusal, it can't list a default, unless you asked on the same grounds in the last 4 months. Payments you miss while you wait can still show.
If you agree a hardship arrangement, your report shows a code next to those repayments for one year. It doesn't say why, and credit scores can't use it.
Energy, phone and internet companies can list a default for an unpaid bill, but they don't report payment plans or monthly payments.

Will it affect renting or a future loan?

Not just for asking.

In NSW you can't be put on a tenancy database just because you fall behind on rent. You can only be listed after the tenancy ends, and only if you owe more than the bond or the tribunal ended it because of something you did. You can't be listed if you ended it because of domestic violence.
Real estate agents aren't allowed to get your credit report, and you don't have to give a copy to an agent or landlord who asks.
A future lender can see a hardship code from the last year, but not the reason. If it wants to know why, it has to ask you, and it's your choice whether to say. Having one doesn't stop you applying for credit.

What can I ask for?

It depends on who you owe.

More time to pay, a pause, lower payments for a while, a longer loan term, or fees or interest waived.
They don't always have to agree, but many have a hardship team whose job is to look at your request.
Each creditor's page says what applies.

Before you call

How you can ask

Under credit law, you can ask by phone anywhere in Australia.
In NSW, the national energy rules let you ask by phone too.
Victoria, WA and the NT have their own energy rules.
Phone and internet providers must let you apply in any way they usually offer customers, such as by phone if they have a phone line.

Before you agree an amount

Before you agree an amount with anyone, it helps to know what you can pay after rent, energy and food. This matters most when more than one creditor is calling.

Keep a record

If your email is private, asking them to confirm what was agreed by email gives you a record. Keep a note of each call too: the date and time, who you spoke to, the reference number, and what was asked and agreed.

Want it in writing? The Hardship Helper drafts a letter for each company you owe

If they ask for more

Ask what the information is for and how it will be used.
If you don't have exact figures, you can say so and give an estimate. If you can't provide something, say so and ask if there's another way to show it.
You can ask them to put the request in writing.
If they ask for a ‘statement of financial position’, it usually means a full list of your income, spending, debts and what you own.
A full statement of your income, spending and debts helps with a longer arrangement, a waiver or a complaint, and when more than one creditor wants an amount agreed.

If you're not safe

You're in danger right now: Call 000
It isn't safe to call your creditors, or someone else controls the account, your money or your phone: Call 1800RESPECT first1800 737 732
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What this doesn't cover

Business loans. Credit law's hardship rules cover personal credit, not business loans. Tax debts, including business ones, are in the tax section.
Prepayment-meter energy market contracts, which the energy payment-plan rule excludes.
Debts already in court or at a tribunal. Asking for hardship help doesn't stop a court date.
Energy rules in Victoria, WA and the NT, and fines and council rates outside NSW. Each has its own rules.
What any single company's policy says. A creditor's own policy can be more generous than the rules here.

This is general information, not financial or legal advice. Free financial counsellors at the National Debt Helpline explain options and coach you on what to say. National Debt Helpline 1800 007 007, Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat.