Financial Counsellors

We believe that we share a common goal with financial counsellors, namely working co-operatively with our mutual customers and assisting them in resolving their outstanding debts. Our view is that by focusing on this common goal, not only can we improve outcomes for our customers, but we can also enhance efficiency and experience for everyone involved.

We offer a dedicated line of communication for financial counsellors acting on behalf of customers who are experiencing hardship or vulnerability. This communication line is facilitated by our specially trained Customer Assist Team. The customer’s authorised representative can contact the Customer Assist Team directly to discuss their concerns, any sensitive or complex matters, or just to have a general discussion regarding our policy and procedure in relation to hardship, complaints and disputes.