For your review before Sarah K. signs off
From: Jane Smith, 14 Smith Street, Carlton VIC 3053
To: Westpac Banking Corporation, Customer Solutions Team
Date: 13 May 2026
Re: Hardship variation request — Home Loan account ending 4421
Dear Customer Solutions Team,
I am writing to formally request a hardship variation under section 72 of the National Credit Code (Schedule 1, NCCPA 2009)[NCC §72(1)] on my home loan account ending 4421, which I have held with Westpac since 2018.
I have suffered a substantial change in circumstances. On 22 April 2026 I was made redundant from my role at Carlton Logistics Pty Ltd. I have applied for JobSeeker payments which are pending. My partner is on unpaid carer's leave following our daughter's medical diagnosis. Our combined monthly income has fallen from $9,400 to $1,840.
Section 72(1) of the National Credit Code[NCC §72(1)] provides a right to request that the credit contract be varied if I am unable reasonably to meet my obligations because of unemployment, illness or other reasonable cause. I am unable to meet my current scheduled repayments while my household income remains at this level.
I respectfully request that Westpac vary the credit contract by suspending principal-and-interest repayments for three (3) months, with interest capitalised to the loan balance during the suspension period, after which I propose resumption of repayments at the existing schedule. I am willing to provide supporting documentation of my circumstances on request.
I note AFCA has determined in matters such as Determination AFCA-2024-1234[AFCA-2024-1234] and Determination AFCA-2023-5621[AFCA-2023-5621] that lenders are required to give genuine consideration to hardship variation requests of this nature, and that "no" decisions must be supported by reasons in writing.
I look forward to your response within the 21-day Internal Dispute Resolution timeframe required by ASIC Regulatory Guide 271. Please direct your response to me at this email address. I am supported in this matter by Sarah Khouri of the National Debt Helpline (FCA membership 12876), who will review this request before it is sent.
Yours sincerely,
Jane Smith