Hardship

Beforepay is here to help.

Life can be unpredictable. We get it. After all, that’s why we started - to give you access to your pay for those moments when you need it most.

If your circumstances change and you find that you are experiencing difficulty making your repayments, we’re here to work with you to find a solution. We’ve got your back.

Learn how to request assistance in the event of financial hardship below.

What is considered financial hardship?

You may find you are experiencing financial hardship if there is a change in your circumstances that means you are no longer able to meet your financial commitments, like making your repayments. This can happen to anyone. Some examples of financial hardship include:

1. • Medical illness or injury
   • Physical or intellectual disability
   • Death in the family
   • Family breakdown
   • Sudden income loss
   • Unexpected expenditure
   • Employment status changes
   • Domestic violence
   • Pandemics or natural disasters
   • Financial abuse 

In the event of financial hardship, we are committed to working with you to determine a reasonable and appropriate resolution so we can support in getting you back on track. We do this by assessing your application for financial hardship and, based on the outcome of the assessment, outlining methods of assistance that are available to you (if applicable).

If you believe you are experiencing financial hardship you can request assistance through:

Live Chat: Using the live chat function in the Beforepay app  

Email: Sending an email to support@beforepay.com.au 

As part of our assessment of your application for financial hardship, you may be required to provide: 

1. • Recent bank statements (last six months)
   • Employment evidence (pay slip, contract, or letter)
   • Medical certificates detailing illness/injury and recovery timeframe
   • Evidence of medical expenses
   • Statutory declarations from professionals
   • Statement of financial position
   • Jobseeker payment evidence or application
   • Termination notice
   • Other relevant documents

How long is your assessment process?

Once we receive your application for financial hardship, we will go through an assessment process before providing you with a written outcome.

We will aim to provide you with an outcome in writing within 21 days of receiving your application for financial hardship. If we have requested additional supporting documents or information, this timeframe will extend to 28 days from the date that we make the request for those documents or information.

If my hardship application is declined, how can I dispute this further?

Beforepay may decline a customer’s request for hardship for any of the following reasons:

• Declined due to insufficient information - if the customer has not provided the requested information or provided an acceptable reason as to why they are unable to provide the information within 21 days of the request ;
• Declined due to long term situation - if the borrower's situation is deemed long term, that is Beforepay does not see an improvement based on the account history and does not expect an improvement within 6 months;
• Declined due to ability to pay - if the assessment reveals that the customer has sufficient surplus to pay the repayment installments and arrears which does not support the customer’s claim of inability to meet his or her obligations.

If Beforepay declines your request for hardship , we will notify you in writing with the reasons for declining the application.

Even if your hardship request is declined, Beforepay will place enforcement action and collections activity on hold for 14 days.

If you unhappy with the decision, you make escalate this further with AFCA:

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

More questions? Please reach out to our Customer Support team on support@beforepay.com.au. 

Other resources

We have provided the below resources should you wish to seek additional support and assistance.

National Debt Helpline

The National Debt Helpline is a free, independent government service that provides access to guides and financial counselling to help you get your finances back on track.

You can contact the National Debt Helpline via their website ndh.org.au or phone 1800 007 007 (Monday - Friday, 9:30am - 4:30pm).

Moneysmart

Moneysmart provides free tools, tips and guidance for everything from managing your money to reducing your debt in order to support your financial wellbeing.

You can access these resources via the Moneysmart website moneysmart.gov.au .

National Domestic, Family and Sexual Violence Counselling, Information and Support Service

1800RESPECT is funded by the Australian Government through the Department of Social Services to provide support for:

• People experiencing, or at risk of experiencing, domestic, family and sexual violence
• People supporting someone experiencing, or at risk of experiencing, domestic, family and sexual violence
• Professionals supporting someone experiencing, or at risk of experiencing domestic, family and sexual violence.

They are a confidential service available 24 hours a day, seven days a week.

You can contact 1800RESPECT via their website 1800respect.org.au or phone 1800 737 732 24/7.