If something unexpected has meant you’re in need of Hardship Care from Latitude, we want to help. Our Hardship Care team has helped many customers just like you who are having difficulty keeping up with their Latitude repayments, so don’t be put off – it’s never too early or late to speak with us.
We’ll either come up with a manageable way for you to handle your repayments, or we’ll direct you to external support services that may be able to assist.
Latitude is responding to a cyber-attack and we're experiencing delays actioning Hardship requests. We appreciate your patience and will respond as soon as possible.
How do I apply for Hardship Care?
For the quickest experience, we recommend completing our online Hardship Care application. We’re also available over the phone. If you’d prefer to speak to one of our Hardship Care specialists, give us a call on 1800 220 718.
Completing your application
We recommend that you allow about 20 minutes to complete your Hardship Care application. It’s not possible to save your progress and return later, so be sure to have at least 20 minutes spare before you begin.
It’s a good idea to have the information handy before you start your application, including information about:
- The account you need help with - account type, account number, and any additional account holder details.
- Your current situation – your employment status, reasons why you’re applying, etc.
In some cases, we’ll also ask for information about:
- Your income and expenses.
- Any mortgages, personal loans, and/or credit cards you have with other financial institutions.
If this is not the first time you’re requesting Hardship Care with us, we’ll be asking for more information this time around and it may take longer than your first application did. We know that may be frustrating, but we need a thorough understanding of your current circumstances, including income and expenses, so we can consider the right kind of help to get you back on track.
How long it will take us to get back to you?
Once we’ve received your application, we'll let you know if we need more information. Otherwise, we’ll get back to you within 21 calendar days with an outcome.
While your Hardship Care application is pending, you still need to make your contractual monthly repayments on your account(s). If your financial situation changes in any way whilst you are waiting on an outcome, get in touch with us immediately on 1800 220 718 to let us know.
Your application outcome
We’ll let you know if your application has been approved and create an action plan (also known as an arrangement) to get you back on track. We’ll also send you the details of your Hardship Care arrangement and we’ll keep in touch along the way.
If your Hardship Care application is declined, we’ll let you know why and provide information on other support options for you to consider.
Want to know more? Click here to view our other articles about Hardship Care.
Need more advice?
If you’re worried about your finances, consider getting in touch with the National Debt Helpline. They’re a not-for-profit service offering online and over-the-phone support to help with managing money and/or debt, or they can put you in touch with a local Financial Counsellor in your state or territory for face-to-face help. Visit their website or call 1800 007 007.
