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Letter of Authority

Letter of Authority support

Learn how to lodge and manage a Letter of Authority (LOA) with us when needing hardship support.

What is a Letter of Authority?

A Letter of Authority (LOA) is a document that lets us know that another person can speak and act on your behalf for a specific issue or reason.  LOAs are used when you need another person’s help to speak to us about your financial difficulty and hardship - and type of financial assistance you might need.

Financial counsellors, debt management companies, friends and family members are examples of people who can ask for an LOA.

What can someone with an LOA do?
  • They can speak to us about your account. 
  • They can set up or change payments if you require financial assistance on your products.
What can’t someone do with an LOA?
  • Take out or move your money.
  • Open or close accounts.
  • Change who owns the account or sign documents.
  • Use the LOA for anything not clearly listed.
  • Keep using it forever - an LOA ends when the specific job is done.

How to get a Letter of Authority (LOA)

1. Fill in the LOA form

Write your name, birthdate, address and the person on your authority’s details. Be clear what tasks the person on your authority can do for you and for how long. Download Letter of Authority (LOA)

2. Show ID

Send us a copy of your photo ID and signature (like a driver’s licence or passport). The signature on the Letter of Authority (LOA) must match the signature provided on your photo identification for verification purposes.

3. Check your authority follows the rules

Financial counsellors need to be registered with the Financial Counselling Association in their state or territory.

Debt management companies must have an Australian Credit Licence (ACL) or approved exemption. 

Family member or friends must be made aware and agree that they will act in your best interest.

4. Give your LOA to us

Email us at customer.representative.assist@creditcards.qantasmoney.com, or 

Post it to: Customer Representative Assist, GPO Box 4963WW, Melbourne VIC 3001

You’ll usually hear from us in 2 business days if everything has been submitted correctly.

Cancel your authorities

Any authorisation you have given with an LOA can be revoked (stopped) at any time should you change your mind. To do this you can email us at customer.representative.assist@creditcards.qantasmoney.com

Things to remember

Your authority must always act in your best interests. If you think your representative is not doing the right thing, you can get help. Talk to a trusted friend, family member, or a support service.

Providing an authority to your representative does not mean you lose control. You can keep making your own decisions as long as you are able to.

Free, independent and confidential financial counselling

Financial counsellors offer free, independent and confidential advice to help you better manage your money and get you back on track. 

A financial counsellor may be able to speak directly with us and other lenders on your behalf, so you don’t have to manage conversations with multiple banks or service providers yourself.

For a comprehensive listing of Financial Counsellors please visit Financial Counselling Australia (FCA)

To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.

National Debt Helpline is a not-for-profit service that provides free, independent and confidential financial counselling to help people tackle their debt problems and get back on track.

Support services

When things don’t go right, we are here to help. Please visit our Support Services to discover the ways we can support you. For example, if you’re impacted by a natural disaster, are impacted by elder abuse or domestic violence, or your financial circumstances have changed, we can help.

You’ll find our customer care resources to help you through life’s rough patches, including the ways we can help you directly, as well as the details of other organisations who can provide specialist services.

External support

Access support from our specialised external partners for tailored advice and additional assistance.

  • Moneysmart – Moneysmart is an Australian Government initiative offering free tools, tips and guidance to help you take control of your money.
  • National Debt Helpline – A not-for-profit service offering free, independent and confidential financial counselling to help you manage debt and get back on track.
  • National Elder Abuse Helpline – If you or someone you know is at risk of elder abuse, call the National Elder Abuse Helpline (1800 ELDER HELP) to connect with your state service.

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