Experiencing financial difficulty?

Looking to get in touch?  Contact us via phone or email during business hours. 

We know situations change and sometimes life can be difficult. A significant change in your income or your relationship, an illness, or an emergency scenario can impact your ability to make your home loan repayments for a period of time. At these times, we're here to help you.

If you are experiencing difficulty meeting your loan payments, get in touch with us as soon as you can. Once we review your individual circumstances, you might have options that you are unaware of. Discussing your options early gives you more time and knowledge to make your decisions. We have a dedicated team here to help.

Financial hardship assistance

Our financial hardship assistance program has helped lots of customers through difficult times. There are a number of ways we can assist, including

• temporarily reducing or even deferring your loan repayments,
• capitalisation of existing arrears, or
• restructuring your loan contract.

We look at every situation on a case-by-case basis. That means we do an assessment of your individual circumstances and needs.

If you would like to discuss your situation and options, complete our financial hardship application form to get started.

Discussing your options early gives you more time and knowledge to make your decisions. We have a dedicated team here to help.

Financial hardship application form

We offer eligible customers a unique financial coaching service provided by our partner the Financial Wellbeing Collective. This service is designed to support you if you have some financial concerns and want to build your money management skills. Financial coaching is a one-on-one coaching service to help people set financial goals and learn ways to achieve them.

Read more about financial coaching

In partnership with Relationships Australia (WA), we're pleased to offer a free service created to support customers facing difficulties.  You can speak with a professionally trained counsellor who will help you to identify, understand and gain new perspectives on a range of issues that may be concerning you.  The service can help to resolve difficulties in a supportive, respectful and confidential environment.

We can provide our customers with up to five free sessions with a Relationships Australia counsellor. Matters discussed may include:

• couple issues
• relationship breakdown
• parenting
• domestic violence
• anxiety
• depression
• grief and loss
• trauma
• stress, and
• conflict, including work-related issues.

Get in touch on 1300 578 278 or email us at customer@keystart.com.au to find out how to set up a confidential appointment.

Relationships Australia also offers a range of online workshops and courses. To see what's coming up, click the below link.

Relationships Australia WA: courses & workshops

Financial counselling

If you are experiencing financial difficulties, you may be interested in free financial counselling. This service is offered by qualified, professional financial counsellors who can assist with independent and confidential support.

The Financial Wellbeing Collective is a collaboration of not-for-profit community service organisations and local government who provide a range of the integrated and person-centred services, with the aim of reducing the drivers and impacts of financial hardship in the Western Australian community. They can help with:

• budgeting
• debt negotiations
• advocacy
• referral to further support, and
• microfinance.

If you are seeking the assistance of a financial counsellor, you can contact the Financial Counsellors Association of WA. 

Who might benefit from a financial counsellor

Financial counsellors will listen to your concerns and help you with things like:

• bills or fines you're struggling to pay,
• being harassed by debt collectors,
• gas, electricity or phone disconnection,
• car accidents with no insurance, and
• tax debts.

What financial counsellors do

Financial counsellors guide you through your options. They can:

• suggest ways to improve your financial situation,
• see if you're eligible for government concessions or support,
• talk to your creditors about repayment arrangements,
• help you apply for a hardship variation,
• explain the risks of bankruptcy and debt agreements and talk through the alternatives, and
• refer you to other services, such as a gambling helpline, family support or legal aid.

At Keystart, we do not offer financial advice. While we can provide information and guides to help you with your home ownership journey, we recommend you seek out your own professional financial advice prior to making any decisions about your financial needs.

Financial advice is provided by a financial advisor, sometimes called a financial planner. A financial advisor is a person or authorised representative of an organisation licensed by ASIC to provide advice on

• investing,
• superannuation,
• retirement planning,
• estate planning,
• risk management,
• insurance and
• taxation.

Anyone who gives financial advice must have an Australian financial services (AFS) licence. A good financial adviser works with you to understand your needs, set your short and long-term financial goals, and create a plan to help you achieve them.

A financial advisor charges a fee for their service. You can ask for the fee structure and a copy of their Financial Services Guide before deciding to see an advisor. This Guide will help you compare different providers and their fees.

Useful links

MoneySmart has some very useful information on choosing a financial advisor.

MoneySmart