Financial Hardship

Helping you

We understand that life can take unexpected turns. For this reason, we have developed policies and processes to assist members with their mortgage loans, personal loans and credit cards in times of financial hardship.

If you are having difficulty meeting your financial commitments please contact our Collections team by the details at the bottom of this page. They'll discuss your circumstances discreetly and provide a solution to help you through this tough time. Alternatively, you can apply for Hardship relief by completing the Hardship Relief form and returning it to Heritage. When the form is received, we will contact you to discuss your application further.

Hardship Relief Check-in
Hardship Relief Check-in Form
We're completing hardship check-ins for our customers currently on Hardship Relief and repayment arrangements.

If you've received a letter or email from Heritage asking you to let us know whether there have been any changes to your financial circumstances, please complete the online Hardship Relief Check-in Form.

Alternatively, call our designated hotline on 1300 726 100 or write to to advise us of your circumstances and repayment details (if applicable). 

COVID-19 Relief
COVID-19 Relief Package

Call 1300 726 100 for COVID-19 Relief Package assistance

We are offering a helping hand to our customers facing financial impacts as a result of the COVID-19 pandemic.

We understand the extensive impact the current situation is having on jobs and small businesses, and we want our members to talk to us if they need assistance. We’ve put together a package of COVID-19 relief measures and have established a dedicated team to deal individually with affected members. 

If you are financially impacted by COVID-19 please reach out to us as soon as possible on 1300 726 100. Our team will work quickly to assess your situation and advise how we can help. 

We appreciate that everyone’s circumstances are different, so we have developed a range of assistance measures we can make available. 

The relief package for COVID-19 pandemic impacted members includes:

  • Deferral of home loan and business loan repayments for up to 6 months, with interest capitalised
  • Deferral of personal loan or credit card loan repayments for up to 3 months, or the option to make interest only payments for up to 3 months, with interest capitalised
  • Additional working capital and loan restructures to be considered for business banking customers
  • Waiver of arrears fees and default fees for Heritage lending products for the next 6 months
  • Early full or partial redemption on Term Deposits and Farm Management Deposit Accounts, without the penalty of a reduced interest rate.

Learn more about our response to COVID-19.  

Financial Elder Abuse
Financial elder abuse concerns

Financial abuse occurs when someone manipulates another person’s decision-making, or controls access to their money or other property without their consent. It’s a serious issue that can affect anyone, however some people, like the elderly, or other vulnerable and isolated people are at higher risk. The Australian Government’s My Aged Care national help line and website can help you to access services and find information.

National Helpline

Call the national 1800 ELDERHelp (1800 353 374) line (free call) to talk to someone about potential or actual elder abuse. This service provides information on how you can get help, support and referrals.

My Aged Care website - Elder Abuse Concerns


Bushfire Relief
Bushfire Relief Package

If you are financially impacted by bushfires, please reach out to us as soon as possible on 13 14 22. Our team will work quickly to assess your situation and advise how we can help.

Heritage offers a Bushfire Relief Package with options to assist our customers and staff affected by bushfires. This includes:

  • Hardship provisions to help impacted customers through their situation.
  • Waiving fees associated with restructuring of loans needed because of bushfire impacts. 
  • Waiving or refunding fees incurred because bushfire impacts have made it impossible for customers to comply with requirements of their accounts, for example missed payments.
  • Early redemption on Term Deposits and Farm Deposit Management accounts for customers impacted by bushfires, without fees or penalties.
  • Assisting customers who have lost homes or vehicles and are insured through Allianz by fast-tracking their claims and escalating calls to a bushfire specific claims officer if needed.
  • Customers impacted by the bushfires can contact Heritage’s 24/7 contact centre on 13 14 22 to talk about the assistance we can provide.
  • Heritage also understands that some staff in affected areas may need to prioritise protecting their homes and ensuring the safety of loved ones. We also know that some of our staff are volunteer firefighters and may be called on to help battle these blazes. We support our staff in these activities and understand it may impact on their ability to get to work as usual.
Contact us

You can get in contact with our Collections team on the following details:

Phone: 1800 222 030 during business hours 
Fax: (07) 4694 9169 
Mail: Hardship Officer 
         Collections Department 
         Reply Paid 190 
         Toowoomba  QLD  4350 
         (No stamp required if posted in Australia)