We understand that life can take unexpected turns. For this reason, we have developed policies and processes to assist members with their mortgage loans, personal loans and credit cards in times of financial hardship.
If you are having difficulty meeting your financial commitments please contact our Hardships team by the details at the bottom of this page. They'll discuss your circumstances discreetly and provide a solution to help you through this tough time. Alternatively, you can apply for Hardship relief by completing the Hardship Relief form and returning it to Heritage. When the form is received, we will contact you to discuss your application further.
We are offering a helping hand to our members facing financial impacts as a result of the COVID-19 pandemic. We understand the extensive impact the current situation is having on jobs and small businesses, and we want our members to talk to us if they need assistance. We’ve put together a package of COVID-19 relief measures and have established a dedicated team to deal individually with affected members.
If you are financially impacted by COVID-19 please reach out to us as soon as possible on 1300 726 100. Our team will work quickly to assess your situation and advise how we can help. We appreciate that everyone’s circumstances are different, so we have developed a range of assistance measures we can make available.
The initial relief package for COVID-19 pandemic impacted members includes:
Due to the government still having restrictions in place across the country, Heritage has been able to provide a further hardship assistance package for those members still in need. If you believe you require a further round of assistance, you will be required to complete the Hardship Relief form in full. This can be completed verbally over the phone with one of our Hardship Officers or returned via email or mail. Supporting documentation may also be required.
Each hardship application is assessed on a case by case basis. Additional Hardship options available are as follows:
These Relief package options will be available until further notice. These options will be updated from time to time to adapt to the ever changing environment. Learn more about our response to COVID-19.
Changes to fee waivers
Heritage has decided to end the fee waivers we introduced last year as part of our package of COVID hardship relief measures. Heritage has been waiving or refunding the following fees for all customers with lending products since the initial COVID outbreak hit in March last year:
The COVID fee waiver was a temporary measure designed to give people a helping hand to cope with the initial shock of COVID. Now that the need for urgent initial assistance is over, we will be returning to our normal fee structure. The fee waiver will end effective from 15 February, 2021.
Importantly, if you're experiencing financial hardship as a result of COVID and need support, we have a range of assistance measures that are still available. Reach out to us on 1300 726 100 and our team will work quickly to assess your situation and advise how we can help.
Financial abuse occurs when someone manipulates another person’s decision-making, or controls access to their money or other property without their consent. It’s a serious issue that can affect anyone, however some people, like the elderly, or other vulnerable and isolated people are at higher risk. The Australian Government’s My Aged Care national help line and website can help you to access services and find information.
Call the national 1800 ELDERHelp (1800 353 374) line (free call) to talk to someone about potential or actual elder abuse. This service provides information on how you can get help, support and referrals.
If you are financially impacted by bushfires, please reach out to us as soon as possible on 13 14 22. Our team will work quickly to assess your situation and advise how we can help.
Heritage offers a Bushfire Relief Package with options to assist our members and staff affected by bushfires. This includes:
You can get in contact with our Hardships team on the following details:
Phone: 1800 222 030 (Option 1) during business hours
Mail: Hardship Officer
Reply Paid 190
Toowoomba QLD 4350
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