Hardship Assistance

We understand that life is never straight forward and that everyone can experience money problems in periods of their life.

Whether you’ve lost your job, affected by an injury or illness or just struggling to make ends meet, our Customer Assist team are here to assist you.

It’s important to get in contact early so we can determine the best approach for your situation.

If you are facing financial hardship, please get in touch with the ORDE Customer Assist team by either:

What support is available?

We understand this may be a difficult and stressful time. ORDE has an experienced Customer Assist team dedicated to helping you. Our team will talk through your situation to assess the best way we can support you, and work with you to find a solution that suits your needs.

ORDE offers a range of additional options for your loan that may assist during this time, including:

• Pausing your loan repayments temporarily

• Making partial payments

• Accessing money you may have available in redraw​

• Changing repayments to interest only payments

• Reducing your repayments to the minimum monthly repayment amount

Loan repayment pause and partial payments explained

ORDE customers requesting financial assistance may be able to pause their repayments or make partial payments, with interest capitalised to the loan. For the repayment pause period, no repayments are required. However, during this time, interest will accrue and add to the loan balance, causing it to progressively increase. For partial payments, interest will accrue on a pro-rata basis and be added to the loan balance.

Please note: After a repayment pause or partial payment arrangement ends, your loan size will increase, and your repayment amount may need to change as a result (i.e. the amount required may be higher than current repayments and will incur a higher amount of interest over the life of the loan). This is to ensure you repay the loan within its contracted term.

What can I expect?

Once we receive your application for financial assistance, we’ll review your request and may reach out if we need more information. This could include details about your current income, expenses, assets, and liabilities, as well as supporting documentation to help us determine how we can best assist you.

After assessing your application, we’ll either:

• Approve a financial hardship arrangement, or

• Discuss alternative options if a hardship arrangement isn’t the right fit for your situation.

In some cases, a financial hardship arrangement may not be appropriate. If that happens, we’ll notify you in writing and be available to explore other solutions.

If you have concerns about an agreed arrangement or need to make changes, please contact our team.

All applications are assessed on a case-by-case basis, and any information you provide is handled confidentially.

Further support

While our Customer Assist team is here to support you with your ORDE loan, you can also get assistance by contacting the organisations below:

National Debt Hotline
The National Debt Hotline is a not-for-profit service that helps Australians tackle their debt problems. You can get in contact with one of their free debt counsellors on:
www.ndh.org.au
1800 007 007

Way Forward
A not-for-profit organisation that helps people facing long-term financial hardship manage their debts and debt negotiation where you have debts at multiple lenders.
www.wayforward.org.au
1300 045 502

AskIzzy
A website that connects people in need with housing, a meal, money help, family violence support, counselling and much more.
www.askizzy.org.au

MoneySmart
ASIC’s MoneySmart website has a range of tips and tools to help you manage your money and get support when needed.
www.moneysmart.gov.au

Beyond Blue
Beyond Blue is a not-for-profit service that provides support to Australians suffering depression, anxiety or other mental health issues.
www.beyondblue.org.au/
1300 22 4636

Lifeline
Crisis support and suicide prevention service.
www.lifeline.org.au
13 11 14

National Legal Aid  
National Legal Aid’s website contains contact details for a legal aid commission in your state or territory. National Legal Aid does not provide legal advice.
www.nationallegalaid.org.au

1800 RESPECT
If you are experiencing or feel at risk of domestic or family violence, please call the 24-hour hotline 1800 RESPECT (1800 737 732) to obtain support.
www.1800respect.org.au
1800 737 732

1800 ELDERHelp (Elder abuse phone line)
Free call phone number that automatically redirects callers seeking information and advice on elder abuse with the relevant service in their state or territory.
https://www.health.gov.au/contacts/elder-abuse-phone-line
1800 353 374

Good Shepherd  
Free, confidential, ongoing support for people who have experienced financial abuse to feel more confident with money and plan for the future.
www.goodshep.org.au
1300 050 150

No to Violence (Men’s Referral Service)
Confidential counselling service for male perpetrators of violence wanting to address and change their behaviours.
www.ntv.org.au
1300 766 491