Financial hardship support

To apply for a hardship arrangement, complete OnDeck’s financial hardship request form online. You can also call us on 1800 018 509 or email paymentsupport@ondeck.com.au to discuss a financial hardship arrangement or other support options that may be available.

We’ll review your circumstances and confirm the outcome in writing, including the details of any arrangement we can offer. Until you receive written confirmation that a new arrangement has been approved, your existing repayments will continue as normal.

Depending on your circumstances, we may be able to offer a range of support options, including:

• Temporary payment arrangements to reduce or pause repayments for an agreed period.
• Loan term extensions to lower your regular repayments. This does not require a financial hardship arrangement. Get in touch with us on 1800 018 509 or email paymentsupport@ondeck.com.au to discuss your options.
• Other support options, which may include reduced settlement amounts in certain circumstances

The right option will depend on your individual situation. We’ll work with you to understand your circumstances and discuss what support may be available.

No. Applying for financial hardship assistance won’t affect your credit score, and we won’t disclose the reason you’ve asked for support.

We’ll review your request as soon as possible, typically within a few business days. The time it takes will depend on your circumstances and whether we need any additional information from you. Providing as much relevant information as you can when you apply can help us assess your request more efficiently.

We’ll let you know the outcome of your assessment and explain what happens next. If a hardship arrangement isn’t available, we can discuss whether there are other ways to manage your repayments based on your circumstances.

A temporary reduction or pause generally changes when you make repayments rather than removing the amount you owe.

If a temporary reduction or pause in repayments is approved, your account may fall into arrears and default interest may continue to accrue during the arrangement. Any outstanding amounts will need to be addressed after the assistance period in accordance with the arrangement agreed with you.

We’ll explain what will happen to any outstanding amounts and how they will be managed as part of your arrangement.

If your circumstances change or you’re approaching the end of an arrangement and still need support, please contact us as early as possible. We can review your situation again and discuss whether another option may be available.

Yes. If you’ve previously received assistance and your circumstances have changed again, you can contact us to discuss your situation. Any new request will be assessed based on your circumstances at that time.

No. You can contact OnDeck directly at any time if you’re experiencing financial difficulty. If you’d like independent support, you can also speak with a financial counsellor for free and confidential guidance.