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HARDSHIP

Life happens. Talk to us early.

Under the NCCP Act, you have a right to request a hardship variation if you can't meet your repayments. This is that page.

If you need urgent help with a payment in the next 72 hours —
Call us on 1300 000 001 (Mon–Fri 9–17 AEST) or email hardship@cashlift.com.au. Existing customers can also request hardship directly from the loan's Hardship page in the customer portal.

What is a hardship variation?

Under s72 of the National Consumer Credit Protection Act, if you're unable to meet your repayments because of illness, unemployment, or other reasonable cause, you can ask us to vary your loan contract. We are required to consider your request and respond in writing within 21 days.

A hardship variation is not a default, is not a concession, and is not reported to credit bureaus (SACC loans aren't generally bureau-reported anyway). It's a temporary adjustment to your contract to get you through a difficult period.

What we can offer

Payment deferral
Skip 1–4 weeks of repayments; the term is extended by the same number of weeks. No additional interest accrual during the deferred weeks.
Reduced repayments
Pay a lower weekly amount for a defined period. We re-amortise the loan so the total outstanding is fully cleared.
Extended term
Same amount owing, longer to pay it off. Weekly repayment drops accordingly.
Balance settlement
In genuine financial difficulty, we can accept a reduced lump sum to settle the loan in full. Offered case-by-case.
Fee waiver
Dishonour fees during your hardship period — waived. No further dishonour fees will accrue while your request is being considered.
No contact / phone break
Request a pause in collection contact while we work through the hardship assessment. You'll still get written updates.

How to apply

  1. 01
    Tell us you're in hardship. By phone, email, or via the Hardship page in your portal. No specific form is required — a short message ("I've lost my job; I can't pay this week's repayment") is enough to trigger the process.
  2. 02
    We confirm receipt within 1 business day. You'll get a written acknowledgement with your hardship case number, the 21-day response deadline, and what we need from you next.
  3. 03
    We assess your situation. We may ask for supporting evidence — a separation certificate, a medical letter, a Centrelink payment letter — but only the minimum needed to understand your circumstances. If we don't need anything, we won't ask.
  4. 04
    You get our written response within 21 days. Either we agree to vary the contract (with the specific terms), or we decline (with specific reasons). If we decline, you can escalate to AFCA — see below.
  5. 05
    If we agree, we vary the contract. Updated contract sent to your portal, PayTo mandate updated automatically, new schedule visible in your loan dashboard.

If we decline your request

You have the right to lodge a complaint with our internal dispute resolution team (see Complaints) and, if you're not satisfied, to escalate to the Australian Financial Complaints Authority (AFCA) — a free, independent external dispute resolution scheme.

AFCA
1800 931 678 · afca.org.au

Free financial counselling

The National Debt Helpline is a free, independent, confidential service run by not-for-profit financial counsellors. We encourage customers in hardship to contact them alongside (or before) applying to us for variation — a counsellor can give you holistic advice about all your obligations, not just the CashLift loan.

NATIONAL DEBT HELPLINE
1800 007 007 · ndh.org.au
Go to my portal → Email hardship team