Time to take this to AFCA

I am writing to formally request a hardship variation under the National Consumer Credit Protection Act 2009 (Cth). I lost my employment on 14 April 2026 and am unable to meet the scheduled monthly repayments on my mortgage account ending 4421. 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 that a credit provider must respond in writing to a hardship request within 21 days, and that a 3-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 3-month payment pause on the mortgage account ending 4421, with interest capitalised but no default fees applied for the duration; and written acknowledgement of this arrangement… (auto-filled from complaint letter — first 800 chars)

Westpac did not respond within the 21-day Internal Dispute Resolution period required by ASIC RG 271 for hardship complaints. The IDR deadline was 1 Jun 2026. The complaint was sent on 11 May 2026 with auto-acknowledgement received the same day (Westpac reference WBC-MTG-COMP-99214). No further response has been received as of 5 Jun 2026.