Hardship assistance
Need help with your loan repayments or worried about managing your repayments in the future? It’s important to contact us early so that we can understand your situation and discuss your options.
You can contact us on 1800 185 914 or send us a message.
In addition to contacting us, you may want to contact external support services to assist with your financial situation. Financial counsellors provide a free and confidential service offered by not-for-profit organisations.
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Contact Us
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External Support Services
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Frequently Asked Questions
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Statement of Financial Position
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Repayment Deferral Calculator
Contact us
If you are currently having difficulty making payments on your Pepper Money loans, please complete and submit this form and one of our team will be in contact or you can call us.
External support services
In addition to speaking to us, there are government and community services you may find helpful if you need financial support.
You can speak to us to discuss your financial situation for free. You may also want to speak to an independent financial counsellor who provides free and confidential services.
Who are financial counsellors and what do they do?
According to MoneySmart, financial counsellors are skilled professionals who provide advice and support to people struggling with bills and debt. A financial counsellor can:
- assess your financial situation
- provide advice about what to do if you're struggling to pay bills and fines
- help you negotiate with government agencies, your landlord, utilities, telcos, and other creditors
- assist you if you're being harassed by debt collectors
- refer you to other services you might need, such as legal, accommodation, health and crisis services
How do I get in touch with a financial counsellor?
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Australian Capital Territory
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New South Wales
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Northern Territory
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Queensland
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South Australia
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Tasmania
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Victoria
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Western Australia
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National
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ASIC’s Money Smart website
1300 300 630
www.moneysmart.gov.auProviding you with tools to help you manage your money, plan, invest or pay off debt.
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National Debt Hotline
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1800 00 007
Offers independent free and confidential services from professional financial counsellors to help you with your financial situation.
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Domestic and family violence
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1800RESPECT (1800 737 732)
Confidential telephone and online counselling for people impacted by domestic, family or sexual violence.
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Mental health
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Lifeline 13 11 14
Financial assistance FAQs
There are many reasons you may need help with repayments now or are worried about managing your repayments in the future, including:
- Illness or injury
- Natural disasters (e.g. bushfires, floods)
- Losing a loved one
- A relationship breakdown
- Family and domestic violence
- Unemployment or changes in income
- Business downturn
- Rising cost of living
- Other unexpected events
If you can’t afford the minimum repayment on your loan, please contact us immediately so we can discuss what options might be available to assist. The sooner you contact us the sooner we can try to help you.
We may be able to provide help over the phone, otherwise, we may need to complete a more detailed assessment of your personal and financial circumstances to understand your situation and discuss what assistance options suit your needs.
Financial hardship assistance is available to you whether you are an individual, a joint borrower on a loan, a guarantor or small business customer. If you have a joint loan and need help with repayments, we can assist you individually if you request it.
We can help, so it is important to contact us as soon as possible on 1800 185 914 or send us a message.
Depending on your situation, this could include:
- Deferring or reducing loan payments for a defined period of time
- Extending the loan term
- Capitalising loan arrears
- Debt consolidation
- Interest only period
- Pausing fees and charges
Financial hardship assistance is available to you whether you are an individual, a joint borrower on a loan, a guarantor or small business customer. If you have a joint loan and need help with repayments, we can assist you individually if you request it.
We can help, so it is important to contact us as soon as possible on 1800 185 914 or on send us a message.
If you are struggling to make repayments, it’s important to let us know as soon as possible. Even if you’ve already missed a payment (or multiple payments) on your loan, please give our Customer Assist team a call on 1800 185 914 between 8am to 6pm (AEST/AEDT) Monday to Friday so options can be explored.
For information on your credit score, these guides may help: Comprehensive Credit Reporting
When you speak to us, we’ll discuss your options which may include pausing direct debit repayments depending on your situation. If you complete our online contact us form, direct debits won’t be automatically cancelled.
Pepper Money won’t charge default or arrears fees during your period of hardship assistance.
Statement of financial position
If we’ve asked you to provide more information on your financial position, you can download the ‘Statement of Financial Position’ form below and email to assist@pepper.com.au with any supporting documents.
Home loan repayment deferral calculator
Discover how a pause in your loan repayments could change your ongoing loan repayments after the pause.
To get started, you will need the following
on your loan
Calculate the change to your repayments here
Note: Financial assistance options may include deferral of home loan repayments. If home loan repayments are deferred, our handy calculator helps you figure out your estimated ongoing monthly repayments after the deferral period for Principal and Interest Home loans.
Important Information
This calculator is to be used as a guide only and is not to be relied on. When you contact Pepper Money, your circumstances and financial assistance options will be discussed. The estimated repayments are based on the limited information you have put into the calculator only. The result of this calculator does not take into account any fees and charges payable, is subject to assumptions which are subject to change and is prepared without reference to your home loan or knowing your personal financial circumstances. Before you act on this calculator, we recommend that you consult your financial adviser or counsellor. Please call us on 1800 185 914 if you need more information or if you want to discuss repayment options including deferring any part of your home loan. Calculator by Widget Works.
Financial Support
Need help with your repayments?
Let us know sooner rather than later.
Calling from overseas? +61 2 7227 1517
