Hardship HubHardship handled well, at the speed your customers need.
A structured inbox of section 72 hardship proposals, one click to accept or reject, payments bundled and distributed pro rata across your customers’ total creditor set. Lower cost-to-serve, AFCA-defensible, designed inside the same regulatory perimeter you operate in.
Hardship at scale is fragmented. The customer who’s late on your card is also late on a Big 4 mortgage, two BNPL accounts and a personal loan. Each provider runs its own intake, its own evidence ask, its own 21-day clock — and each phone call to your assist team competes with the same call to four other providers.
The cost lands on you twice. First in case-management hours per arrangement; second in AFCA exposure when arrangements miss timeframes or arrive without the evidence the regulator expects. ASIC’s 2023 action against Westpac for missed 21-day responses (media release 23-242MR) made the second cost explicit.
A structured inbox
Each proposal arrives with the customer's whole-of-position context: every creditor, every monthly amount, the HEM-anchored budget. One click accepts or rejects.
Bundled payment distribution
Customers make one direct debit. We distribute pro rata across every creditor in the plan. Reconciliation per creditor, monthly.
AFCA-ready evidence
Written reasons captured at every step. Audit trail meeting RG 271 IDR, RG 274 hardship, the Banking Code Part 9, and ASIC Report 783's recommendations.
Customer fee disclosure
We name our fees in dollars. We name free alternatives (NDH, Way Forward) in the same paragraph. The customer files reflect this for AFCA scrutiny.
Three shifts compound:
- BNPL inside the NCCP perimeter from 10 June 2025. The same 21-day clock, the same AFCA scrutiny that has applied to banks for years now applies to Afterpay, Zip, Klarna and Latitude. Customer hardship maps span all of them.
- ASIC Report 783raised the bar for what a compliant hardship process looks like end-to-end. The cheapest way to meet it is a single workflow that’s correct by construction.
- Cost-of-living pressurehas changed the volume and the shape of the queue. Spreadsheets and shared mailboxes don’t scale through the next 24 months.
Lightweight at the start. Email-based proposal exchange and a web creditor portal land at general availability. Direct API and file-based settlement reconciliation are on the roadmap for design partners. We map your account-identification fields once, then everything runs through that mapping.
Per active arrangement, per month. Volume tiers and design-partner terms negotiated case by case. We don’t take a percentage of repayments and we don’t accept referral fees from upstream providers. Fee disclosure visible to customers and to AFCA.
We’re pre-launch and selecting a small number of creditor partners — typically two banks, one BNPL, one telco — to co-design the workflow before general availability. Design partners get first-mover pricing, direct line into product, and an outsized say in the API contract. If your hardship team is currently spending more than two FTE on case-management ops, we’d like to talk.
Talk to us.
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