Life doesn't always go to plan. Changes in circumstances, illness, injury, or unexpected expenses can sometimes make it harder to keep up with your financial commitments.

If you're worried about meeting your loan or credit card repayments – we're here to help. We'll work with you to understand your circumstances and discuss the support options available to you.

You don't need to wait until you've missed a repayment to ask for help.

How to reach out for help

If you’re experiencing financial difficulty, we encourage you to contact us as soon as possible. The earlier you reach out, the sooner we can understand your circumstances and discuss the support options available to you.

You can contact us by:

• Calling our Contact Centre;
• Emailing us;
• Visiting your local branch; or,
• Completing our Contact Us form

No matter how you choose to get in touch, we’ll treat you and your situation with the respect, understanding and confidentiality. We're here to listen, support you and work with you to find the best way forward.

What is financial hardship?

Financial hardship occurs when you're unable, or expect to be unable, to meet your financial commitments because of a change in your circumstances.

This can happen for many reasons, including:

• Unemployment or reduced income
• Illness or injury
• Relationship breakdown
• Natural disasters or severe weather events
• Cost of living pressures
• Financial abuse
• Caring responsibilities
• Bereavement
• Unexpected expenses

These are just some examples. Whether your financial difficulty is temporary or ongoing, we encourage you to contact us as early as possible.

How we may be able to help

Every situation is different, so we'll work with you to understand your circumstances and determine what support may be appropriate.

Depending on your circumstances, assistance options may include:

• Repayment pauses or deferrals
• Interest-only repayments for a period
• Loan term extensions
• Individual support tailored to your circumstances

The assistance available will depend on your financial situation and the products you hold with Queensland Country.

Applying for financial assistance

Step 1: Contact us

Step 2: Tell us about your circumstances

We'll discuss:

• What's changed financially
• Whether your hardship is temporary or ongoing
• Your income and expenses
• The support you believe may help

Depending on your situation, we may ask for supporting information to help assess your request.

Step 3: We assess your request

We'll review your circumstances and discuss suitable assistance options with you.

We'll keep you informed throughout the process and let you know if we require additional information.

Helping you get back on track

Managing your finances during a difficult time can feel overwhelming, but you don't have to do it alone. We offer a range of tools and services designed to help you take control of your finances and build confidence for the future.

Some of the support available includes:

• Our Budget Planner, which can help you understand where your money is going and identify opportunities to reduce expenses and save.
• Our SmartBudget account, which can help take the stress out of managing your money by setting aside funds for bills and loan repayments.
• Our Money Mentoring service, available at no cost to Queensland Country Bank Members. Our team can provide personalised, one-on-one support to help you create a budget and work towards your financial goals.

If you've already missed repayments

We'll review your circumstances and discuss suitable assistance options with you.

We'll keep you informed throughout the process and let you know if we require additional information.

Support for vulnerable circumstances

We recognise that financial hardship is often linked to challenging life events.

If you're experiencing:

• Family and domestic violence
• Financial abuse
• Serious illness
• Injury
• Mental health challenges
• Bereavement
• The impacts of a natural disaster; or
• Any other significant life events,

Please let us know when you contact us. Our team will treat your circumstances sensitively, confidentially and with respect.

National disaster support

We understand that natural disasters can place significant emotional and financial pressure on individuals, families and businesses.

If you've been impacted by a flood, cyclone, bushfire or other natural disaster, please contact us as soon as possible so we can discuss support options that may be available.

Independent financial counselling

Free and independent financial counselling is available through National Debt Helpline website, either online at their website or by calling 1800 007 007.

Financial counsellors can help you understand your options, negotiate with creditors and develop a plan to manage financial difficulty.

Links you may find helpful

If you're experiencing financial difficulty, the following resources may be able to help:

• Australian Banking Association Financial Assistance Hub provides general financial assistance information.
• Australian Government Financial counselling helps you learn how to access free financial counselling services that can help you manage financial challenges and explore your available options.
• Credit Smart helps you understand how credit reporting works, how your borrowing decisions can affect your credit report and the steps you can take to manage your credit information.
• Mob Strong Debt Help is a free nationwide legal advice and financial counselling service for Aboriginal and Torres Strait Islander peoples.
• Moneysmart.gov.au is an Australian Government resource offering practical information, tools to help you make informed choices around money.
• Rural Financial Counselling Service (RFCS) is a free and independent financial counselling and support to eligible farmers, fishers, foresters and small related businesses.