Westpac mortgage hardship — Simon Tran
Case brief
- Institution
- Westpac
- Product
- Mortgage
- Category
- Hardship — Section 72 NCCP
- Disputed amount
- $2,400 / month
- Trigger event
- Job loss · 14 April 2026
- Prior contact
- 2 verbal requests, no written response
- Requested remedy
- 6-month payment pause + written acknowledgment
- Recommended next
- Approve & release draft v2 to consumer
Risk flags (2)
Default risk: high
Consumer has missed 2 monthly repayments. Default notice expected within 30 days if no hardship arrangement is in place.
Statutory deadline approaching
21-day written response window from first verbal request closes 13 May 2026 (tomorrow).
Draft v2
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, and have not received a written response to either.
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.