21 Shield · Action plan + vulnerability handoff · Consumer · Wave O ← Gallery
fairgo
SR
Full state (first encounter):
We noticed — a quick check-in

If things feel really hard right now, you don't have to do this alone.

Some of what you told us in the intake suggests you might be in a tough place — financial hardship, family pressures, or thoughts of giving up. We've paused the letter for now. The fields you entered are still saved and editable. You can keep going whenever you're ready.

Lifeline
13 11 14
24/7, free, anonymous
1800RESPECT
1800 737 732
Family + DV support
Mob Strong Debt Help
1800 808 488
First Nations financial counsellors
National Debt Helpline
1800 007 007
Free financial counsellors
Beyond Blue
1300 22 4636
24/7 mental health support

Talk to someone first

We'll connect you to Lifeline and let your adviser Sarah K. know you might want a call.

I want to talk to someone first

Carry on with the letter

We'll save this support card to your case so you can come back to it. Your adviser Sarah K. has also been notified that you might want a call.

Minimised state (after dismiss/scroll):
Support available · letter paused · continue when ready
FG-2025-DEF456 Letter held · not sent yet Westpac · §72 hardship variation

Your hardship plan — Westpac mortgage

Step-by-step. Your adviser Sarah K. (NDH) is in your corner.

Your action plan

Updated when we paused your letter so we could check in with you.

  1. Send the hardship letter (paused — currently held by the support card above)
    Paused
    We're holding off on sending while you take a moment. Tick "I'm OK to continue" above when you're ready.
  2. Bank gets 21 days from when we send
    Starts on send
    The IDR clock hasn't started yet — we'll begin tracking the moment your letter is sent.
  3. Keep paying any priority bills you can (rent, utilities, food)
    This week
    If you can't, that's OK — we'll add this to the conversation with Westpac.
  4. Stop using the credit card (don't add to the debt)
    Today
    It's OK if you slip — let your adviser know and we'll factor it in.
  5. Write down every contact from the bank (date, time, what was said)
    Ongoing
    We've added a quick log button below for this — under 30 seconds per entry.
  6. Talk to NDH on 1800 007 007 if you want a longer conversation
    Anytime
    Free, confidential, no judgement. They'll listen as long as you need.
  7. If you're not ok, call Lifeline 13 11 14
    Anytime
    Talking helps. We'll wait.

Log a contact from Westpac

Quick note — we'll add it to the case timeline and your adviser sees it instantly.