Draft complaint letter
Simon Tran
123 Example Street
Sydney NSW 2000
12 May 2026
Westpac Banking Corporation
Customer Resolution Team
Reply Paid 1, North Sydney NSW 2059
Re: Hardship variation request — Account ending 8741 — Case 1234567890
Dear Westpac Customer Resolution Team,
I am writing to formally request a hardship variation under the National Consumer Credit Protection Act 2009 (Cth) ("NCCP Code"). I lost my employment on 14 April 2026 and am unable to meet the scheduled monthly repayments on my mortgage account ending 8741.
I have made two prior verbal requests to Westpac for a hardship arrangement, on 22 April 2026 and 1 May 2026. I have not yet received a written response to either request. AFCA has consistently held (see Determination 808137, 779402, and 851019) that a credit provider must respond in writing to a hardship request within 21 days, and that a 6-month payment pause is an appropriate variation where a borrower has lost employment and is engaged in active income-replacement steps.
I therefore request the following hardship variation under section 72 of the NCCP Code: a 6-month payment pause on the mortgage account ending 8741, with interest capitalised but no default fees applied for the duration; and written acknowledgment of this arrangement within 21 days of the date of this letter, in line with AFCA's expectations.