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What if I’m finding it hard to meet my Qantas Premier credit card repayments?

We understand that you may experience a sudden change in your life causing financial hardship. We are here to understand your situation and tailor our solutions to best suit your individual needs. So whether your situation is caused by unemployment, injury or illness, divorce, a natural disaster or an unexpected reduction in your income, we are here to help you get back on track.

Please contact us to discuss your options

To discuss the options available to you, please call us on 1800 288 496, 9am - 5pm (Sydney time) Monday - Friday (or +61 2 8288 2886 from outside Australia) or email us.

Supporting You 

We have a range of tools that can help you manage your payments over the short and long term, to fit your new circumstances. This can include:

  • Varying levels of payments
  • Frequency of payments

How can I apply for Hardship Assistance? 

There will be many reasons why you may require assistance from us. This can include but is not limited to the following: Medical Conditions, Reduction in Income, Unemployment/ Redundancy, Divorce/ Separation, Property Settlement, Incarceration, Natural Disaster or Unexpected Expenses

STEP 1: Submit or Call

Please provide us with detailed information about your current financial situation. You can do this by filling out a Personal Financial Summary form and Upload it: Here

OR email it hardship@premier.qantasmoney.com by attaching it in a pdf or image format.

Alternatively call our Debt Management Solutions team on 1800 288 496 from 9am-5pm, Monday - Friday (AEST) except public holidays, and we can help you complete the Personal Financial Summary (PFS) form over the phone. 

STEP 2: We will Review

Once we have your completed PFS form we will review the information provided in conjunction with any information we already hold with us.

 

STEP 3: We will contact you (if we need more information)

You may need to provide us with some of the following documentation to support your application for assistance, this may include but is not limited to: 

  • Doctors Certificate
  • Medical report
  • Centrelink Disability Statement
  • Work Cover Certificate
  • Hospital Report
  • Copy of medical related bill(s)
  • Current payslip
  • Payslip prior to income reduction
  • Centrelink Statement
  • Current year and prior years tax return
  • Letter from Accountant confirming income reduction
  • Separation certificate from employer
  • Court documents supporting divorce
  • Letter from solicitor
  • Copy of Contract of Sale
  • Letter from Real Estate verifying property has sold / is on the market
  • Copy of property advertisement
  • Letter from solicitor confirming incarceration, and length of incarceration
  • Police or Court report confirming incarceration
  • Letter from a Justice of Peace confirming incarceration, and length of incarceration
  • Statements from other debtors reflecting balance and Min due or
  • Copy of unexpected bill(s) or
  • Copy of finance approval or pre-approval letter
  • Letter from Real estate agent confirming recent rent income loss
  • Copy of expenses incurred (e.g. funeral costs)

The sooner that we are provided any supporting documentation, the sooner we can complete our review and get back to you.

 

STEP 4: Assistance Program Offering

Once your PFS and any requested supporting documentation have been received and reviewed, we will work with you to implement an appropriate Assistance Program to meet your needs.

We have a range of tools that can help you manage your payments over the short and long term, to fit your new circumstances. This can include:

  • Varying levels of payments
  • Frequency of payments

If at any stage you feel we have not been able to assist you or provided you with assistance that will help your current situation, please feel free to email hardship@premier.qantasmoney.com with any further information that we can take into consideration.

If at any stage you feel we have not been able to assist you or provided you with assistance that will help your current situation, please feel free to email hardship@premier.qantasmoney.com with any further information that we can take into consideration.

Alternatively you can contact our Customer Advocacy Unit on aust.customeradvocacyunit@citi.com or 1300 308 935. Our Complaints process can be found here.

     

Free and independent financial counselling

You can get free independent counselling and advice from a Financial Counsellor. For a comprehensive listing of Financial Counsellors please visit the FCA website: financialcounsellingaustralia.org.au/Home

Financial Counselling Australia and the National Debt Helpline offer free, independent and confidential financial counselling. Call 1800 007 007 to speak to a financial counsellor.

You can also access their self help website debtselfhelp.org.au

You can also get information from the following websites:

ASIC: moneysmart.gov.au

ABA: doingittough.info 

You can also contact Debt Management Solutions 1800 288 496 9am – 5pm, Monday – Friday (AEST) except public holidays.

Email: hardship@premier.qantasmoney.com 

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