27 Adviser inbound case (CDR-populated) · Adviser · Wave O ← Gallery
fairgo
SK

Jane Smith — Westpac mortgage hardship

FG-2025-DEF456 Mortgage hardship variation · CDR pre-fill complete · auto-arrived 11:42am

Awaiting your review · 14 in queue ahead
CDR evidence — Trusted Adviser nomination active · APP 6/11 governed

Jane has nominated you. Here's everything she's shared from her CDR connection.

Default scope: derived signals only (Option A from her #26 nomination). She can opt-up to raw transactions if you ask.

8 of 12 hardship-letter fields auto-filled from CDR Template: frlc.hardship_variation · 12 named placeholders
  • ✓ Full nameAuth0 (verified) + Westpac CDR customer details
  • ✓ AddressWestpac CDR customer details (matches Auth0)
  • ✓ Account holderWestpac CDR (loan account ending 4421)
  • ✓ Account numberWestpac CDR (full account, redacted in this view)
  • ✓ Loan balanceWestpac CDR ($432,140, last refreshed 14:32 today)
  • ✓ Last 6 months incomeDerived from Westpac transaction CDR ($9,400 → $1,840/mo)
  • ✓ Fixed expensesDerived from Westpac CDR direct debits + recurring (~$1,742/mo)
  • ✓ Surplus capacityComputed (~$98/mo over last 90 days)
  • ⚠ Hardship causeFrom Jane's intake (Job loss + medical) — NOT in CDR
  • ⚠ Desired reliefFrom Jane's intake (Pause repayments 3 months) — NOT in CDR
  • ⚠ Other lender debtsPartially: Latitude credit card visible in CDR; other lenders not connected
  • ⚠ Future income outlookFrom Jane's intake (JobSeeker pending) — NOT in CDR

✓ = pre-filled · ⚠ = needs Jane to confirm or you to verify with her

Source: Adatree CDR Representative · ADRBNK000071 · Westpac connection active 14 Feb–11 Aug 2026 Open raw transactions (will notify Jane)

Hardship variation letter — draft

Auto-saved · 9 min ago · case_drafts.id = drft_8a91e

Jane Smith 14 Riverview Crescent, Marrickville NSW 2204
jane.smith@example.com.au

Westpac Banking Corporation
Customer Solutions Team
Locked Bag A6000, Sydney South NSW 1235
11 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) on my home loan account, held in the name of Jane Smith with a current outstanding balance of $432,140.

My circumstances have changed materially in the last six months. I lost my employment on 14 April 2026, and our household has additionally taken on unpaid carer's leave following our daughter's medical diagnosis. My household income has fallen from $9,400/month to $1,840/month; my fixed expenses (mortgage, utilities, insurance, recurring direct debits) total approximately $1,742/month, leaving residual surplus capacity of around $98/month over the last 90 days.

Pursuant to section 72(1) of the National Credit Code, I respectfully request that Westpac vary the credit contract by suspending principal-and-interest repayments for three months while my household income remains at this level and I pursue a JobSeeker application currently pending.

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 3-to-6 month repayment pause is an appropriate variation where a borrower has lost employment and remains in good-faith engagement.

Please direct your response to me at the email address above. I am supported in this matter by Sarah Kovacs, NDH financial counsellor (FCA member #FCA-201428), who has been nominated as my CDR Trusted Adviser for the purpose of this matter.

Yours faithfully,
Jane Smith