If you cannot pay right now, tell us

Circumstances change. Illness, loss of income, relationship breakdown, natural disaster or caring responsibilities can make a debt unpayable for a time. If that is your situation, contact us and ask for a hardship assessment. We treat these requests seriously and confidentially.

What happens when you ask

1. We note the request on your account and pause routine collection contact while it is considered.
2. We ask for a short description of your circumstances and, where relevant, some supporting information. We do not require more than is reasonable.
3. We discuss options with the creditor, which may include a payment holiday, reduced instalments, an extended plan or, in some cases, a settlement.
4. We confirm the outcome to you in writing.

Getting independent help

A financial counsellor can help you look at your whole situation and speak to us on your behalf. The National Debt Helpline (1800 007 007) is free and confidential. If you are in crisis, please contact Lifeline on 13 11 14.

To request hardship assistance, call us on 03 6776 3111, email office@infexcelrecoveries.com.au or use the form on our debtor assistance page.