All Categories ​>​ ​Qantas Money Credit Card ​ > ​ ​Financial difficulty ​>​ What if I’m finding it hard to meet my Qantas Money credit card repayments?

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

How can I apply for Hardship Assistance? 

We understand that you may experience a change in your life causing financial difficulty. 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.

STEP 1: Submit or call

Call our Customer Care team on 1800 288 496 (8am to 8pm Monday to Friday or 9am to 1pm Saturday AEST/AEDT) or fill out a Hardship Application form and email the completed form to customer.care@creditcards.qantasmoney.com.

STEP 2: We will contact you

If you fill out a Hardship Application form, we will review the information you have provided and contact you to discuss your situation and how we can assist.

STEP 3: More information and/or supporting documents

You may need to provide us with additional information or supporting documents. If this is the case we will let you know. Examples of supporting documents may include but are not limited to, doctor’s certificates/medical reports or proof of your income.  

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 customer.care@creditcards.qantasmoney.com with any further information that we can take into consideration.

Before you apply

You should read the following before applying for financial hardship assistance:

  1. If you hold a NAB branded product and require financial hardship assistance on that product too, please contact NAB Customer Care on 1800 701 599 (8:00am-8:00pm Monday-Friday and 9:00am-1:00pm Saturday AEST.
  2. Your account and any cards may be suspended from the time we receive your application for hardship assistance, and if your hardship request is approved, during the entire period you are in financial hardship. This means you cannot use your card for any new retail transactions or purchases. You may continue to make repayments to your account. Your ability to transact post your Financial Hardship assistance request will be based on your card or account status.
  3. Your credit report shows whether you have made your credit card repayments on time for your account(s). This is known as your repayment history information (RHI).

Importantly, your credit report:

  • won't show missed payments during a financial hardship arrangement provided you make the repayments agreed as per the arrangement (if any),
  • won't include the reason for the financial hardship arrangement, and
  • won't show any information about your financial hardship arrangement after twelve months.

As your Qantas Money Credit Cards account is regulated by the National Credit Code (NCC) then, for the period that a financial hardship arrangement is in place, we'll report Financial Hardship Information (FHI) to the credit reporting bodies. This shows that a financial hardship arrangement was agreed with you.

During the arrangement, your repayment history information will show that you've made your repayments on time provided you meet the agreed payments of the financial hardship arrangement (if any).

If you don't have any repayment obligations during your financial hardship arrangement at all (sometimes called a “payment break”), you'll be reported as up-to-date while the financial hardship arrangement remains in place.

Credit reporting bodies are not allowed to use Financial Hardship Information in the calculation of your credit score. For more information, please refer to CreditSmart®.

What do you report on my credit report after the hardship assistance period?

Before and after the hardship assistance period ends, we'll report repayment history information (RHI) against your standard repayment obligations under your credit contract (rather than against the terms of your financial hardship arrangement) to the credit reporting bodies. When we report RHI, we'll tell the credit reporting bodies if you are up-to-date with repayments under your credit contract or if you are overdue.

We provide this information to each of the credit reporting bodies we work with (Equifax, Experian and illion) monthly. Credit providers might access the information to assess your creditworthiness if you’re applying for more credit.

If your account is overdue at the end of your hardship assistance period, this will be reflected in your RHI within 14 days of your hardship assistance ending unless we've agreed to provide further assistance. The RHI provided to credit reporting bodies will reflect how many months overdue the account is.

RHI reporting will remain on your credit report for 24 months. RHI can impact your credit score and credit providers might access this information to assess future lending applications.

For more information on Qantas Money Credit Cards credit reporting practices, review our Privacy Policy.

How can I check my credit report with the credit reporting bodies? 

You can check your credit file through the credit reporting bodies we work with:

For more information about credit reporting, visit the Australian Retail Credit Association’s (ARCA) CreditSmart® website.

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 Financial Counselling Australia website.

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: ausbanking.org.au 

Need Accessibility Support?

  • The National Relay Service (NRS) is a government initiative that allows people who may have hearing and/or speech impairments to make and receive phone calls.
  • The Translating and Interpreting Service (TIS National) is an interpreting service for people who may have difficulty speaking English.

Please visit the Accessibility and disability support page for contact details.

Was this information helpful?

Powered by HelpDocs (opens in a new tab)