Document ID: chunk:federal_register_of_legislation:F2024C00882:schedule:1:p21
Version: federal_register_of_legislation:F2024C00882
Segment Type: schedule
Provision Reference: sch 1 (pt 21/40)
Character Range: 444421–447146

be to help you.

        If we refuse to change your contract, we will notify you in writing and you can seek a review of our decision by going to the AFCA scheme by [insert contact details and method(s) for lodging complaints].

        If you go to the AFCA scheme, you may have enforcement action put on hold while your complaint is considered. You are not bound by the decision that the AFCA scheme makes and you can still apply to a court if you are not satisfied.

        THE AFCA SCHEME IS A FREE AND INDEPENDENT SERVICE TO RESOLVE COMPLAINTS.

        3. If you are having financial difficulties you can also contact a financial counsellor on 1800 007 007 (free call)

      For information about your options for managing your debts, ring 1 800 007 007 from anywhere in Australia to talk to a free and independent financial counsellor.

      * Credit providers may replace the word "us" with the name of a relevant area. For example: "Contact our Hardship Team".

        Some useful tips on direct debits

       Make sure you've given the right account number and there is enough money in the account to cover the direct debits.

       Read your Direct Debit Request Service Agreement carefully and check your bank statements to make sure the right amount is being taken out at the right time. If there is not enough money in the account, you will be in default and may have to pay a fee for that default.

       Changing or cancelling your direct debit

       Contact us if you need to change the dates when the direct debit is taken out.

       If you close the account, remember to change the direct debit so it comes from another account.

       You can usually cancel a direct debit with us or with your bank or financial institution. You may need to do this in writing. Contact your bank or financial institution a few days after you've sent your written instruction to check that the direct debit has been cancelled.

       Before you cancel a direct debit, make sure you've made other payment arrangements with us so you don't default on your payment.

       Resolving a problem with your direct debit

       If you have a problem with a direct debit you can complain to us or to your bank or financial institution. If you can't resolve your complaint with us, contact the AFCA scheme by [insert contact details and method(s) for lodging complaints].

       For more information about direct debits, talk to your bank or financial institution.

Form 12—Information about debtor's rights after default

paragraphs 88(3)(f) and (g) of the Code
regulation 86 of the Regulations

        If you cannot make a repayment:

        1. Contact us immediately
  Contact us [insert telephone number or