When life gets in the way of paying.
Many Australians experience financial difficulty at some point — through job loss, illness, relationship breakdown, or events outside their control. We’d rather hear from you and find a way forward together than escalate something that could be solved with a conversation.
What you tell us stays confidential. Reaching out doesn’t affect your credit file. We won’t pressure you, and there are no countdown timers on this page or anywhere else.
What counts as hardship?
Financial hardship is when you want to pay but, because of an unexpected change in your circumstances, you can’t right now. That can look like any of these:
- A reduction in your income
- Loss of hours at work or losing your job
- Increase in your essential expenses
- Injury, illness, or unexpected medical costs
- Relationship breakdown or death in the family
- Family and domestic violence
- Natural disaster or pandemic
- Anything else sudden that leaves you worse off
If any of these sound like you, please reach out. The earlier we know, the more options we have to help.
How we may be able to help
Depending on your situation, we can usually arrange one or more of these — tailored to what actually works for you, not a one-size-fits-all script:
- Reducing your payments for a period
- Extending your repayment timeline
- Applying a payment hold
- Reducing or pausing interest and fees
- Restructuring your plan
- Other support based on your circumstances
In some cases we’ll need to talk with the original creditor on your behalf. When that happens we’ll keep you updated and pause any collections activity until a decision is made.
How to ask for help
We may ask you a few questions to understand your situation properly — usually about your income and essential expenses, and sometimes for supporting documents. You can also nominate a financial counsellor, friend, or family member to speak with us on your behalf.
Speak to our hardship team
Use the number on any letter, email, or SMS we’ve sent you, or call our switchboard.
1300 ADEVA (1300 233 822)
Tell us in your own words
Email our Customer Assist team with your reference number and a brief note. We’ll get back to you.
hardship@adevapro.com.auFree external help
These services are independent of Adeva Pro, free, and confidential. Sometimes a financial counsellor is the right first call — they can help you across all your debts.
National Debt Helpline
Free, confidential financial counselling across Australia, run by not-for-profits.
1800 007 007
Visit ndh.org.auWay Forward
Helps people with debts across multiple creditors at no cost when circumstances won’t change soon.
1300 045 502
Visit wayforward.org.auAdeva Pro Pty Ltd ABN 67 647 574 034. ACL #487123. Operating in compliance with the ACCC/ASIC Debt Collection Guideline. If you remain unhappy with how we’ve handled your hardship request you can escalate to the Australian Financial Complaints Authority (AFCA) at afca.org.au.