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Adviser approved · Sarah K., NDH

Re: Hardship variation request — Mortgage account ending 8741 — Reference FG-2025-ABC123

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. This letter is sent on my behalf by FairGo Pty Ltd and my nominated adviser Sarah K. (NDH FCA-member counsellor) pursuant to a written Authority to Act (attached).

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 request. AFCA has consistently held (see Determination 808137 and Determination 779402) that a credit provider must respond in writing to a hardship request within 21 days, and that a six-month payment pause is an appropriate variation where a borrower has lost employment.

I therefore request a six-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 ASIC Regulatory Guide 271 and AFCA's Internal Dispute Resolution expectations.

Yours sincerely,
Jane Smith

Edit Approved & released by adviser at 14:02 today

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Required by RG 271

Consumer Authority Form — verbatim from FairGo §3.3

CONSUMER AUTHORITY TO ACT — FORMAL COMPLAINT I, Jane Smith, of 14 Mountain View Crescent, Brunswick VIC 3056, authorise FairGo Pty Ltd and my nominated FairGo adviser (Sarah K., NDH FCA-member counsellor) to: ☑ Draft and send the attached complaint letter to Commonwealth Westpac Banking Corporation ☑ Receive correspondence from Commonwealth Westpac Banking Corporation on my behalf ☑ Submit a complaint to AFCA if Internal Dispute Resolution is unsuccessful ☐ Negotiate settlement terms on my behalf (tick only if applicable) Account / Product: Mortgage account ending 8741 Authority valid from: 13 May 2026 for: 12 months / until resolved I confirm: • I am the account holder named above. • I consent to my personal information being disclosed to Commonwealth Westpac Banking Corporation for the purpose of resolving this complaint (Privacy Act APP 6). • I understand FairGo retains a record of all correspondence for 7 years. Signed (electronically): auth0|fg_jane · 2026-05-13T04:08:14Z · 203.0.113.42 · Mozilla/5.0 Mobile Safari

I confirm I am Jane Smith, the account holder named above, and I authorise Fairgo Pty Ltd and my nominated adviser (Sarah K., NDH FCA-member counsellor) to act as set out above.

Signed: 13 May 2026 · 14:08 AEST Auth0 sub: auth0|fg_jane IP: recorded Audit log: #FG-CAF-7821

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AFCA-verified

Commonwealth Westpac Banking Corporation

complaints@westpac.com.au

AFCA-verified · last reverified 4 May 2026

AFCA member 12345

From (sender)

Jane Smith via FairGo <cases+ABC123@fairgo.me>

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Attached

complaint-letter.pdf

consumer-authority.pdf

Subject: Formal Complaint — Jane Smith — Mortgage Hardship — Commonwealth Westpac Banking Corporation [Reference: FG-2025-ABC123]

AFCA-verified recipient Authority to Act signed Letter version approved by your adviser

After you send: the bank has 21 days to respond (hardship deadline). We'll watch for their reply and tell you the moment it arrives. Day 1 of your IDR clock starts the moment we send.