Axess Recoveries & Collections
Axess Recoveries & Collections
We’re here to help—let’s work together on a solution.
At Axess, we understand that unexpected life events – such as job loss, illness, or family bereavement – can create financial challenges. We are dedicated to supporting affected customers with empathy, fairness, and practical solutions.
You may be eligible if:
You may raise a request for hardship assistance with us in person, over the telephone, by fax, mail, or email, these details are set out below:
To help us assess your situation quickly, please provide documents relevant to your circumstances. Below is a general guide—contact us if you’re unsure what to submit.
You’ve recently lost employment (e.g., redundancy, contract ended) but expect to find work within 3–6 months.
Documents Required:
If Applicable:
You’ve been unemployed for 6+ months and face ongoing financial strain.
Documents Required:
If Applicable:
A temporary illness/injury (e.g., surgery recovery, severe infection) affects your income.
Documents Required:
If Applicable:
A close family member’s death (e.g., spouse, parent) has caused financial/emotional hardship.
Documents Required:
If Applicable:
Exceptional circumstances (e.g., natural disaster, domestic violence, COVID-19 impact).
Suggested Documents:
If Applicable:
To ensure we can fully understand your situation and offer proper support, your hardship application will be carefully reviewed by our team. We’ll need to examine the following:
Your financial situation
Income, expenses, assets, and dependants.
Duration of hardship (short-term or ongoing).
Supporting documents (examples):
Bank statements (last 3 months).
Mortgage/rent receipts + utility bills.
Medical certificates (if applicable).
This helps us determine whether your difficulties are temporary or longer-term, and what type of assistance would be most suitable for your needs. Please rest assured that once we receive all the required information, your application will be assessed thoroughly and confidentially within 21 days, as required by Australian financial regulations.
If anything is missing or unclear, we’ll contact you promptly to discuss how we can help complete your application. We understand that gathering documents can sometimes be challenging – if you’re having difficulties with any part of this process, please don’t hesitate to reach out to our hardship team who can guide you through the requirements.
When your application has been assessed and a decision has been made you will be notified whether your application has been successful or not.
If your application has been successful then you will be notified of the terms that will apply during the hardship period such as a moratorium on interest, reduction of payments, or waivers. You will also be notified when the hardship period will end.
If your application has been unsuccessful then you will be notified why it has been unsuccessful.
When Axess provides a response to an application we include reasons as to why it has been accepted or rejected and included in the response will be what further avenues are available to you should you disagree with the outcome.