§ For financial counsellors

One workflow, every creditor, every case.

We coordinate informal hardship arrangements (NCC s 72) across multiple creditors on your client’s behalf. Less admin, more time with the people who need you. We’re a tool, not a competitor — refer clients in, see outcomes, escalate where you need to.

§ What we are
  • A regulated, paid coordinator for clients who don’t fit Way Forward’s eligibility.
  • A workflow tool that lodges hardship notices in writing across every creditor at once and tracks the 21-day clock per account.
  • AFCA-defensible: structured proposals, written reasons, an audit trail your client can hand to a counsellor or AFCA.
§ What we’re not
  • Not a Part IX administrator. We don’t sell debt agreements or earn referral fees on them.
  • Not a replacement for a counsellor relationship. Where ongoing advocacy is needed, your client stays with you.
  • Not the right call for single-creditor cases. Lodge the hardship notice yourself or via NDH.
§ Where we fit best

The cases that eat counsellor time are typically the ones where a client has three or four creditors at once — a Big 4 mortgage or credit card, a couple of BNPL accounts, maybe a personal loan. Each one needs its own written hardship notice, its own evidence pack, its own 21-day clock to track. Coordinating these across providers manually is the work; the law is the easy part.

That’s where we fit. We lodge in writing across every creditor at the same time, track the response window, present any refusals to your client (or to you) with the AFCA escalation framing built in. The plan runs as a single direct debit from the client to us, distributed pro rata to each creditor.

For single-creditor or simple cases, we point clients at the National Debt Helpline first. If a client fits Way Forward’s eligibility, that’s the better option and we tell them so.

§ How a referral would work
  1. You refer.Either send the client our way, or lodge on their behalf — whatever suits how you work. We will never claim a client as our own where you’re still the primary advisor.
  2. The client signs the Letter of Authority.Same kind of LoA you’d use yourself. We negotiate within the boundaries it sets.
  3. We coordinate. Hardship notices to every creditor, the 21-day clock tracked, refusals escalated, AFCA complaints prepared if needed.
  4. You stay in the loop.Outcomes, refusals and variations are visible to you. Where the client’s situation changes (or where Part IX or bankruptcy becomes a more honest answer), we tell them — and we tell you.
§ Fees, named in dollars

$49 application fee, plus a $2.20transaction fee for each payment we send to one of the client’s creditors. No exit fees. Where the client could be served free by NDH or Way Forward, we say so first. Full pricing detail on the pricing page.

§ Our regulatory standing

Hardship Hub provides credit assistance as an authorised representative of Revive Financial Pty Ltd under its Australian Credit Licence. AFCA membership in progress. Operations bound by ASIC RG 271 and RG 274. Disclosure in full on our FSG.

§ What we’d love to hear from you

We’re pre-launch and we’re building the counsellor referral pathway with input from the FCA / FCRC / community legal sector before the platform opens to the public. If your team has views on what good looks like — what counsellors should see, when we should refer back to you, what the LoA wording should cover — we’d like to know. Tell us about the cases you wish someone else would coordinate, and we’ll tell you honestly whether we’d be a fit.

Get in touch.

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