Hardship Helper

You answer a few questions about your situation — what happened, who you owe money to, and your state. The tool then generates personalised hardship letters citing the specific Australian laws that protect you, a prioritised action plan with phone numbers and scripts, and a summary of your rights with each creditor type. Letters are generated using AI trained on Australian consumer protection law, with all legislation references verified against source data.

Multiple Australian laws protect consumers in financial hardship. The National Credit Code (NCC s72) requires banks and lenders to genuinely consider hardship applications and respond within 21 days. The National Energy Retail Law (NERL s44) requires energy providers to offer hardship programs with affordable payment plans. The Telecommunications Consumer Protections Code requires telcos to offer payment arrangements before disconnection. Debt collectors must follow strict contact rules under ASIC Regulatory Guide 96.

Your energy provider cannot disconnect you while you're on a hardship program and meeting your obligations under NERL s48. Even outside a hardship program, they must follow strict disconnection procedures first, including offering payment plans and giving proper notice. Disconnection is also prohibited during extreme weather events. If you're at risk of disconnection, call your provider's hardship line immediately and ask for their hardship program.

Under the National Credit Code (NCC s72), you have the legal right to apply for a hardship variation on any regulated credit product — mortgages, credit cards, personal loans, and car loans. Your lender must respond within 21 days and genuinely consider options like extending the loan term, reducing or pausing repayments, waiving fees, or restructuring the debt. If they refuse, you can escalate to the Australian Financial Complaints Authority (AFCA) for free.

Debt collectors must identify themselves and verify the debt is yours. They cannot contact you more than 3 times per week or 10 times per month, and not before 7:30am or after 9pm. You can request written-only communication. You can dispute the debt and they must pause collection while verifying. After typically 6 years, debts become statute-barred — the creditor cannot take you to court. If a collector breaches these rules, complain to AFCA or the ACCC.

Every Australian state has grant programs for utility bills. Examples include EAPA vouchers in NSW (up to $300/year), URGS in Victoria (up to $650 for electricity), HEEAS in Queensland (up to $720/year), and HUGS in Western Australia (up to $640/household). If you hold a concession card (Health Care Card, Pensioner Concession Card), you may also qualify for ongoing energy concessions worth hundreds per year. This tool shows you the specific grants available in your state.

The tool produces: (1) Personalised hardship letters for each creditor you select, citing the specific laws that protect you with your type of debt. (2) A prioritised action plan — what to do today, this week, and within 2 weeks. (3) A breakdown of your legal rights by creditor type. (4) State-specific grants you may qualify for. (5) Escalation paths if a creditor won't cooperate, including ombudsman details. Each letter includes the right phone number, the right words to say, and what the creditor is legally obligated to do.

No. This tool provides general information based on published Australian consumer protection laws. It is not a substitute for legal advice. The legislation references are verified against source documents, but laws can change. For complex situations — especially if you have a court date, are facing repossession, or are experiencing family violence — contact the National Debt Helpline on 1800 007 007 for free professional advice, or a community legal centre in your state.

Your answers are sent securely to our server to generate your personalised plan, then deleted. We don't store your personal information, create accounts, or track your usage. The generated plan is displayed in your browser and can be saved or printed locally. No data is shared with creditors, government agencies, or any third party.

Yes. The tool now covers government debts including ATO tax debt, Centrelink overpayments, and council rates. For ATO debt, it generates letters referencing payment plan applications, GIC remission under s.8AAG ITAA 1953, and serious financial hardship provisions. It includes the ATO's hardship line (1800 806 218) and Advocates Helpdesk, with escalation to the Inspector-General of Taxation if needed.

The tool covers insurance disputes including denied claims, delayed claims, and premium hardship. It references the General Insurance Code of Practice (GICOP) binding timelines — insurers must acknowledge claims within 3 business days, respond within 10, and decide within 4 months. For premium hardship, GICOP Part 10 requires insurers to genuinely assess hardship requests. The tool includes escalation to AFCA, which received 111,373 complaints in 2025.

This tool was built by TEKVA Limited, an Australian charity (ABN 88 689 519 686) that helps people in financial difficulty. TEKVA is a Public Benevolent Institution (PBI) with Deductible Gift Recipient (DGR) status. The rights data, creditor details, and legislation references are maintained and verified by the TEKVA team. If you'd like to support this work, visit tekva.org.au.