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 Hardships 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 members 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 understand the extensive impact the COVID-19 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 initial 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 and credit card loan repayments for up to 3 months with interest capitalised
  • Interest only repayment on home loans and mortgage secured Business Loans for up to 12 months
  • Additional working capital and loan restructures to be considered for business banking members
  • Waiver of arrears fees and default fees until 30 September 2020
  • Early full or partial redemption on Term Deposits and Farm Management Deposit Accounts, without the penalty of a reduced interest rate.

Further Assistance Package 

Due to the government still having restrictions in place across the country, Heritage has been able to provide a further hardship assistance package for those members still in need. If you believe you require a further round of assistance, you will be required to complete the Hardship Relief form in full. This can be completed verbally over the phone with one of our Hardship Officers or returned via email or mail.  Supporting documentation may also be required.

Each hardship application is assessed on a case by case basis. Additional Hardship options available are as follows:

  • Further 3 months of reduced or deferred repayments
  • Reduce monthly repayments to Interest Only for up to 12 months (total)
  • Loan Term Extension for up to 12 months (total)
  • Loan Restructure

These package options will be available until further notice but will be updated from time to time to adapt to the ever changing environment. Learn more about our response to COVID-19. 

Changes to fee waivers

Heritage has decided to end the fee waivers we introduced last year as part of our package of COVID hardship relief measures. Heritage has been waiving or refunding the following fees for all customers with lending products since the initial COVID outbreak hit in March last year:

  • Default Fee (lending products)
  • Late payment fee (credit cards)
  • Cheque Dishonour Fee (on line of credit and overdraft facilities)
  • Direct Debit Dishonour Fee (on line of credit, overdraft facilities and credit cards)
  • Over Limit Fee (Business credit card)
  • Overdraft Reference Fee (on line of credit and overdraft facilities)

The COVID fee waiver was a temporary measure designed to give people a helping hand to cope with the initial shock of COVID. Now that the need for urgent initial assistance is over, we will be returning to our normal fee structure. The fee waiver will end effective from 15 February, 2021.

Importantly, if you're experiencing financial hardship as a result of COVID and need support, we have a range of assistance measures that are still available. Reach out to us on 1300 726 100 and our team will work quickly to assess your situation and advise how we can help.

Bushfire and Flood Relief
Bushfire and Flood Relief Package

Call 13 14 22 for Bushfire and Flood Relief Package assistance

If you've been financially impacted by flood or bushfires, please reach out to us as soon as possible on 13 14 22. Our team is available 24/7 and will work quickly to assess your situation and advise how we can help. Our Bushfire and Flood Relief Package includes:

  • Hardship provisions to help impacted members through their situation.
  • Waiving fees associated with restructuring of loans needed because of flood or bushfire impacts. 
  • Waiving or refunding fees incurred because flood or bushfire impacts have made it impossible for members to comply with requirements of their accounts, for example missed payments.
  • Early redemption on Term Deposits and Farm Deposit Management accounts for members impacted by flood or bushfires, without fees or penalties.

We also understand that some staff in affected areas may need to prioritise ensuring the safety of loved ones. We also know that some of our staff are emergency service volunteers and may be called on to help in a flood or bushfire response. Heritage supports our staff in these activities and understand it may impact on their ability to get to work as usual.

Above all, safety is the number one priority. If you live in an impacted area we encourage you to monitor the situation through the media and emergency service websites. If you’re on the road, remember if it’s flooded forget it!

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


Contact us

You can get in contact with our Member Assist Department on the following details:

Phone: 1800 222 030 (Option 1) during business hours 


 Member Assist Department
        Reply Paid 190 
        Toowoomba  QLD  4350 
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