Financial hardship

What is financial hardship?
If you want to pay your bills but don’t have the money to do so, you may be in financial hardship. This can be as a result of an unexpected event or unforeseen changes outside of your control.

Financial hardship is more common than you might think, so if you are finding things tough and you cannot pay your commitments, please reach out to us.

Common events contributing to financial difficulty may include:

  • Injury or Illness
  • Loss of employment
  • Reduction in income
  • Domestic violence/ financial abuse
  • Natural disaster

How can we help?
We have a dedicated team who are here to help customers experiencing financial difficulty in meeting their commitments. We will talk through your circumstances to understand what options are available for you.

Speak with our Customer Assistance Team via email at or via our webchat on

Call us on 1800 313 160 Mon – Fri 9am – 5pm (AEST)

Write to us at:
PRA Australia
Customer Assistance Team
GPO Box 1624
Brisbane, QLD 4001

What happens next?
We will aim to process your application over the phone, and if this is not possible then we will aim to provide an outcome within 5 business days. Occasionally we may ask you to provide supporting documentation. If this is the case, please allow us up to 21 days to process your request.

If you are not satisfied with the assistance provided, you can contact our Customer Resolutions Team at

This Financial Hardship Information was updated 27th July 2021