Latitude
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Submit A Request

Please choose the reason for your request

Your email address

Subject

Description

Please enter your reference number that was on your letter sent from Latitude

If you have a reference number, please add this to speed up the process

Date documents were replaced

Only replacements as a result of the incident will be reimbursed.

Detail the reason why you got your ID replaced

First Name

Last name

Are you a current account holder with Latitude?

What product do you have with us?

Last 4 Digits of Account Number

This can be found on your statement

What document are you wanting reimbursement for

If you are claiming for multiple documents, you will need to raise a new form for each document.

Which country issued your passport?

Issued state

Type of ID

BSB

Account Number

Name of the Bank/Financial Institution

Name of Account Holder

The account where you would like your reimbursement transferred to.

I agree that subject to payment by Latitude of the reimbursement amount for replacing a compromised identity document, I waive and release all claims against Latitude for all costs associated with replacing that document.

I consent to Latitude collecting my personal information, including any sensitive information disclosed in this Webform and I have read and agree to Latitude’s Privacy Policy. I agree to receive all communication relating to my request electronically.

I acknowledge that I have attached a receipt(s) for the replaced ID

Attachments

Add file or drop files here

Please be aware that under the Privacy Act we will only be able to contact a person who has been authorised to act on the behalf of the account holder. If you are not authorised, the account holder will need to complete an Authorised Third-Party form & send it back to us.

You will need to provide a certified copy of your power of attorney and we will also verify the Identity of the person being nominated. An email with instructions will be sent once you submit this form.

We understand that the effects of COVID-19 are far reaching and may be making it hard for you to manage your finances right now.

Here's a way that may help ease some of that financial stress for you.

Get 0% p.a interest and a 50% reduction off your repayments for 3 months*.

If you apply for our COVID-19 Assistance Program, you can get 0% p.a. interest and pay only 50% of your repayments for 3 months (with a deferral of the remaining 50%), from the date we approve your application. This Assistance Program is valid until the specified date in your assistance email.

When you apply for this program:

We will let you reduce your repayment to 50% for the next 3 months and allow you to defer the repayment of the remaining 50%.
We will reduce your interest rate to 0% p.a. during those 3 months.

*What you need to know

Applying for this Assistance Program means you are acknowledging you have been financially impacted by COVID-19.
When you click on "Apply", and then complete and submit the form, you will receive an email confirming your interest in the program.
Apply by the specified date in your assistance email, and once approved we will:
- Change your Annual Percentage Rate to 0% p.a. for 3 months. Once the 3-month period has expired your interest rate will return to your original Annual Percentage Rate.
- Reduce your repayments to 50% during these 3 months. At the end of the 3-month period your loan term will be extended to cover the 50% that is deferred as a result of this Program. Please note that the deferred amount will still attract interest for the remaining life of the loan.
- If you have Direct Debit set up on your account, we will update this in line with this Program.
Deferring a portion of your repayment may help in the short term, but you may end up paying more interest on your loan over the longer term. We recommend that you carefully consider whether this Assistance Program is the right option for you.
A letter with details of these changes will be sent to you once these changes have been processed on your account. This may take up to 14 days.
The Assistance Program may be withdrawn if your reduced repayments are missed or late.
Any repayments overdue are still payable.
If you are currently in a Hardship arrangement, please contact us to discuss before applying for this COVID-19 Assistance Program.

We understand that the effects of COVID-19 are far reaching and may be making it hard for you to manage your finances right now.

Here's a way we can help ease some of that financial stress for you.

If you apply for our COVID-19 Assistance Program, you can get a rebate on your interest and pay only 50% of your repayments for 3 months (with a deferral of the remaining 50%), from the date we approve your application. This Assistance Program is valid until the date specified in the assistance email.

When you apply for this program:

We will let you reduce your repayment to 50% for the next 3 months and allow you to defer the repayment of the remaining 50%.
We will rebate to you the interest payable during those 3 months by crediting the amount paid.

*What you need to know:

Applying for this Assistance Program means you are acknowledging you have been financially impacted by COVID-19.
When you click on "Apply", and then complete and submit the form, you will receive an email confirming your interest.
Apply by the date specified in the assistance email, and once approved we will:
- Credit any Interest charged during the 3-month period once the 3-month period has expired.
- Reduce your repayments to 50% during these 3 months. At the end of the 3-month period your loan term will be extended to cover the 50% that is deferred as a result of this Program. Please note that the deferred amount will still attract interest for the remaining life of the loan.
- If you have Direct Debit set up on your account, we will update this in line with this Program.
Deferring a portion of your repayment may help in the short term, but you may end up paying more interest on your loan over the longer term. We recommend that you carefully consider whether this Assistance Program is the right option for you.
A letter with details of these changes will be sent to you once these changes have been processed on your account. This may take up to 14 days.
The Assistance Program may be withdrawn if your reduced repayments are missed or late.
Any repayments overdue are still payable.
If you are currently in a Hardship arrangement, please contact us to discuss before applying for this COVID-19 Assistance Program.

Do you have insurance on your account?

Claiming is easy

You can submit a claim online

In the meantime, you can still apply for Hardship assistance, whilst you make an insurance claim.

Please be aware that by entering into a hardship arrangement you cannot make further purchases on any credit card held with Latitude Financial Services as a shopping block will be placed on your account. You can apply to re-use your card when the hardship arrangement is successfully completed and three consecutive minimum monthly payments have been made.

Your application is approved in principle. Confirmation of our decision will be provided to you in writing within the next 14 days.

If there is an outstanding balance on your account, this balance will need to be paid before you can submit this form and close your account. You can view your account balance within the Online Service Centre or the Latitude app.

You can view your account balance within the Online Service Centre or the Latitude app. You cannot close your account whilst there is an outstanding balance.

All third-party insurance will be cancelled (e.g. CreditLine Loan Protection, AIG or Westpac).

Reward Points must be redeemed before the closure is finalised.

You will receive SMS confirmation once this has been completed. Please continue to make payments until you receive confirmation.
If you wish to reinstate your direct debit you will need to contact us.
If the direct debit is suspended, we retain your bank details on the account and can be removed if requested.

You will receive SMS confirmation once this has been completed. Please continue to make payments until you receive confirmation.
If you wish to reinstate your direct debit you will need to contact us.

You will receive an SMS to advise you that your document is ready
Once you receive the SMS, it will direct you to the Latitude Financial Services website, under the discover heading, click on the 'secure documents' link (located at the bottom of latitudefinancial.com.au)
Enter your reference number provided in the SMS
Your password will be your date of birth (DDMMYYYY)
You can download, save or print the document

Once you receive notification via email that your card has been activated you can reset your pin either using the Latitude App, or visit the Help Centre for more information.

Once you receive confirmation of your card activation your old card will be cancelled and can no longer be used.
Please destroy your old card.
Update any service providers with recurring payments with your new card details.

If you are not yet half way through your original loan term, an early termination fee of $300 will be included in your payout figure.

Please note: A Promise to pay is not a contract variation.

If your account remains overdue for 14 days or more, a default notice may be issued to you. It Is important you read this notice carefully.
The default notice will state:
1. The amount you need to pay to satisfy the Notice, including any payments due within the notice period
2. The date you need to pay by to avoid further recovery action
Failing to satisfy the terms of the notice may result in:
1. The full balance becoming due and payable
2. Repossession of any associated security, which would incur additional fees and charges
3. An additional letter being issued advising all money owing under your contract becoming due and payable
4. A Possible default listing notice may be issued which may result in a credit file listing for up to 5 years
Once you miss your monthly repayment due date, you risk:
1. A late fee of $35
2. A negative impact to your repayment history on your credit file
If you are unable to afford your minimum monthly payment, please refer to the Hardship Form

Please note: A Promise to pay is not a contract variation.

If your account remains overdue for 30 days or more, a default notice may be issued to you. It Is important you read this notice carefully.
The default notice will state:
1. The amount you need to pay to satisfy the Notice, including any payments due within the notice period
2. The date you need to pay by to avoid further recovery action
Failing to satisfy the terms of the notice may result in:
1. Your account closing with the full balance becoming due and payable
2. If there are active interest free promotions on the account, they will be cancelled and begin to incur interest
3. An additional letter being issued advising all money owing under your contract becoming due and payable
4. A Letter of Demand may be issued
5. Potential Legal Action such as summons on the account may be issued which may incur legal costs
6. A Possible default listing notice may be issued which may result in a credit file listing for up to 5 years
Once you miss your due date as shown on your statement, you risk:
1. A late fee of $30
2. A negative impact to your repayment history on your credit file
If you are unable to afford your minimum monthly payment, please refer to the Hardship Form

Please note: A Promise to pay is not a contract variation.

If your account remains overdue for 14 days or more, a default notice may be issued to you. It Is important you read this notice carefully.
The default notice will state:
1. The amount you need to pay to satisfy the Notice, including any payments due within the notice period
2. The date you need to pay by to avoid further recovery action
Failing to satisfy the terms of the notice may result in:
1. The full balance becoming due and payable
2. Repossession of the security, which would incur additional fees and charges
Once you miss your monthly repayment due date, you risk:
1. A late fee of $40
2. A negative impact to your repayment history on your credit file
If you are unable to afford your minimum monthly payment, please refer to the Hardship Form

You can request for a refund of up to $10,000 via the webform. If the requested refund is over $10,000, please call Latitude

We will be cancelling the card associated with the fraudulent transaction. A new card will be issued and can take 7-10 business days to arrive. Please populate the fields below.

Please also complete the Transaction Dispute Form here

A temporary password will be sent to the email linked to your Online Service Centre

Your username will be sent to the email linked to your Online Service Centre

Your username and a temporary password will be sent to the email linked to your Online Service Centre

Please complete a separate request if you want a payout amount for more than one account.

We can't raise a dispute while the transaction is pending. Please contact the store where the purchase was made or wait for the transaction to post to your Online Service Centre before disputing.

If you are experiencing financial hardship, please complete the Hardship Form instead.

Please send certified copy of power of attorney if you have not provided it previously.

Please also complete an Close Account Form

Please also complete a Reduce Credit Limit Form

We will not complete a payment allocation for you today.

We will not complete a payment allocation for you today

Be aware, we automatically allocate your payments towards the plans incurring/due to incur the highest interest. If you change this, you may have outstanding balances when your interest free periods expire and incur additional interest. Do you wish to proceed?

You will remain the first point of contact.

Please provide the account number(s) for all accounts related to this request

Please upload the supporting documentation such as a revocation order to this request.

If you would like the maximum please write 'Max'.

Date of interest free purchase
If you would like the maximum please write 'Max'.

Date of interest free expired
If you would like the maximum please write 'Max'.

If you would like the maximum please write 'Max'.

Date of interest free purchase
If you would like the maximum please write 'Max'.

Date of interest free expired
If you would like the maximum please write 'Max'.

Please upload the supporting documentation such as a revocation order to this request.

The limit that you have entered is below the minimum limit allowable for this card type.

Please enter the account holder's date of birth or select from the date picker.

External Credit Reporting Bodies

Verify your identity with a credit reporting body

Latitude is required by the Anti-Money Laundering & Counter-Terrorism Financing Act 2006 to verify my identity before providing me with a product or service.

By acknowledging this statement, I agree I have read this information and allow Latitude to provide personal information about me to credit reporting bodies to enable verification of my identity.

Personal information that Latitude may provide to the credit reporting body includes:

My full name
My address
My date of birth

I understand that in addition to the circumstances described in the privacy consent, my personal information will be used by the credit reporting body and by Latitude to assess whether the information provided by Latitude matches the information held about me by the credit reporting body for the purpose of verifying my identity. I also understand that use of my personal information in this way does not constitute a credit check or impact my credit standing in any way.

The credit reporting body may inform Latitude as to whether the personal information provided is a full or partial match with information held by it. Latitude cannot rectify any discrepancies but will advise me by letter or email and provide contact details of the credit reporting body where I can confirm my details.

Verification with a credit reporting body is the fastest way to establish your identity however, Latitude offers alternatives, for anyone not wishing to use their personal information held at a credit reporting body. We will attempt to verify you using alternative electronic verification means.

Australian Government Document Verification Service

Checking your identity with the Australian Government's Document Verification Service (DVS).

The DVS is a national online system that allows organisations to compare an individual's identifying information with a government record.

More information about the DVS is available on their website.

By submitting your details on this page, you agree that:

You're authorised to provide the details; and
You understand the details will be checked against records held by the Issuer or Official Record Holder.

For us to verify your identity you must supply consent to one of the identity checks on this page.

You cannot consent to a check with the External Credit Reporting Bodies or the Australian Government Document Verification Service when you have checked the 'No consent to credit reporting body or Australian government verification services' checkbox.

This request cannot be submitted

You must be 18 years or older to submit this request.

You must add a value for each expense.

Income

Main income $

Frequency

Centrelink / Pension / Government payment $

Frequency

Other $

Frequency

Liabilities

Mortgage 1 - Balance Owing $

Monthly Payment Required $

Mortgage 2 - Balance Owing $

Monthly Payment Required $

Mortgage 3 - Balance Owing $

Monthly Payment Required $

Loan 1 - Balance Owing $

Monthly Payment Required $

Loan 2 - Balance Owing $

Monthly Payment Required $

Loan 3 - Balance Owing $

Monthly Payment Required $

Loan4 - Balance Owing $

Monthly Payment Required $

Loan 5 - Balance Owing $

Monthly Payment Required $

Credit Card 1 - Balance Owing $

Credit Limit $

Credit Card 2 - Balance Owing $

Credit Limit $

Credit Card 3 - Balance Owing $

Credit Limit $

Credit Card 4 - Balance Owing $

Credit Limit $

Credit Card 5 - Balance Owing $

Credit Limit $

Expenses

Rent $

Frequency

Food/Groceries/Household $

Frequency

Utilities $

Frequency

Medical/Pharmaceutical $

Frequency

Clothes $

Frequency

Home/Contents insurance $

Frequency

Car Insurance $

Frequency

Health/Life Insurance $

Frequency

Petrol/Public transport $

Frequency

Car registration/maintenance $

Frequency

Home phone/Cable/Internet $

Frequency

Mobile Phone Bill $

Frequency

Child care $

Frequency

School/Education $

Frequency

Child support $

Frequency

Other $

Frequency

Please enter a value for each expense.