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Usually you don't need documents at first: expect questions about your income and spending. You can ask by phone or in writing. If the bank asks for relevant information within 21 days, you have to give it. These rules don't cover business loans.
All of Australia. Checked
Ask for a ‘financial hardship variation’. Use that exact phrase.
“I'm having trouble making my repayments and I'd like to apply for a financial hardship variation.”
A promise to pay later isn't a hardship arrangement, and missed payments under one can show on your credit report.
You can ask to change your repayments: a pause, lower repayments for a while, or a longer term. You can ask by phone or in writing. This covers personal credit, such as home loans, personal loans and credit cards. Business loans sit outside it.Law
The bank doesn't have to agree.
With a temporary arrangement, such as a pause or lower repayments, the repayments you miss still build up and are owed when it ends. A permanent change, such as a longer loan term, doesn't leave you behind.Regulator's guideline
If they ask for a ‘statement of financial position’, it usually means a full list of your income, spending, debts and what you own.
Many banks ask about your income, spending, debts and what you own when you apply. Some online forms ask for a full statement first; later, some ask for documents such as payslips or a medical certificate.Their own policy
Less information is usually right for first-time, short-term help, says the banks' industry guideline. It says you should be able to give information over the phone where appropriate. It also says banks should not make you speak to a financial counsellor before helping.Guidance
The lender can ask for information within 21 days of your request. The information must be relevant to deciding the request, and if it asks, you have to give it.Law
Banks that signed the Banking Code take into account the information they have, including what you tell them about your situation. They won't require you to access your super, unless you're borrowing for a self-managed super fund.Industry code
Customer-owned banks, such as credit unions and mutual banks, that signed their own code may ask for the financial information and documents they reasonably need before helping.
Those customer-owned banks won't record a default on your credit report, unless the law requires it, or sell the debt while they consider your request.
AFCA's guidance says excessive requests for information are often a barrier to hardship help. It says bills, rental agreements and rates notices generally aren't needed for a first assessment. The exception is when there's a particular reason to doubt the information.
If you have relevant documents, AFCA's guidance expects you to share them when you can, unless there's a valid reason they aren't available.
“Can you tell me what you need this information for? And can you send that request to me in writing, please?”
Ask for it in writing only to an email or address that no one else can see.
“I can't agree to an amount I can't keep up. I'd like to talk to a financial counsellor and come back to you. Please put your offer in writing.”
It helps to offer only what you can keep up after rent, energy and food. You don't have to agree to an amount on the first call.
AFCA, the free complaints scheme
National Debt Helpline
Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
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Checked 7 October 2026.
This is general information, not financial or legal advice. A creditor's own policy can be more generous than the rules here.