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Financial Hardship Policy

Version: 1.0 
Effective Date: 23rd November 2025
Next Review Due: 23rd November 2026   
Approved By: Managing Director  
Policy Owner: Head of Compliance  
Australian Credit Licence: 388143 

🖨️Prefer a printable version? Download the Financial Hardship Policy (PDF)

We’re here to help

At Jingle, we understand that life doesn’t always go to plan. If you’re facing financial hardship, we’re here to support you. You may be eligible for assistance under section 72 of the National Credit Code. We’re committed to assessing every request fairly, compassionately, and promptly, in accordance with our obligations under the National Consumer Credit Protection Act 2009 (Cth). 

What is financial hardship? 

Financial hardship means you're unable to meet your loan repayments due to events including, but not limited to: 

  • Loss of employment or income 
  • Illness, injury, or hospitalisation 
  • Natural disaster or emergency 
  • Family breakdown or domestic violence 
  • Death of a loved one 
  • Cost of living pressures  
  • Other life events or financial stress 
  • Unexpected expenses  

There is no requirement for you to experience a life event or other change in personal circumstances in order to give a hardship notice. Your situation does not have to be short term or temporary.   

How to contact us 

You can request hardship assistance by contacting us through any of the following: 

  • Phone: 1300 654 230 
  • Mail: Hardship Team, Jingle, PO Box 677, Templestowe VIC 3106 

We’re available Monday to Friday, 9am – 5pm (AEST). All requests are treated confidentially and in accordance with our Privacy and Credit Reporting Policy. 

What Support may be available 

Based on your situation, we may be able to: 

  • Reduce your repayments for a period 
  • Pause your repayments temporarily 
  • Extend your loan term 
  • Offer another solution tailored to your needs 

What happens next? 

  • Acknowledgement – We'll confirm receipt of a hardship request as soon as practicable. 
  • Assessment – We may request more information or supporting documents (such as medical certificates, termination letters, or other evidence) to better understand your situation. 
  • Decision – You’ll receive a written outcome of your hardship request. 
  • Variation – If approved, your new loan terms will be confirmed in writing. 

We encourage you to contact us as soon as you become aware you may miss a repayment. Early communication helps us find solutions faster and may prevent additional stress or default fees. 

If we can’t help 

If we’re unable to approve your request, we’ll explain why and let you know what options are still available. 

If you're dissatisfied with the outcome, you can escalate the matter to: 

  • Our IDR Officer on 1300 654 230 or at complaints@jingle.com.au 
  • The Australian Financial Complaints Authority (AFCA) 

AFCA Contact Details: 

  • Phone: 1800 931 678 
  • Mail: GPO Box 3, Melbourne VIC 3001  

Need more help? 

You can also speak to a free and independent financial counsellor at:  

National Debt Helpline 

  • Phone: 1800 007 007 

Version: 1.0 
Effective Date: 23rd November 2025   
Next Review Due: 23rd November 2026   
Approved By: Managing Director  
Policy Owner: Head of Compliance  
Australian Credit Licence: 388143

Important Information
This website provides general information only and does not take into account your personal circumstances. All loans are subject to eligibility criteria, responsible lending checks, and credit assessment under the National Consumer Credit Protection Act 2009. Approval is not guaranteed. If approved, we’ll give you full loan details, including fees, charges, and repayment amounts, before you decide.
There’s no obligation to proceed.
¹ Funds are usually transferred within 60 minutes of final approval during business hours, depending on PayID availability, NPP access, and your bank’s processing times.
² Applications received outside business hours, on weekends, or public holidays are reviewed on the next business day (Mon–Fri, 9am–5pm AEST).
³ Most applications take 5–10 minutes to complete, but timing may vary depending on your device and the information you provide.
Our loans are designed for short- to medium-term personal purposes and may not be suitable for ongoing expenses or long-term borrowing.
See our Target Market Determinations for suitability criteria. Your personal information is protected in accordance with our Privacy Policy.
Jingle Finance Pty Ltd trading as Jingle Loans®
Australian Credit Licence 388143.

WARNING

Do you really need a loan today?

It can be expensive to borrow small amounts of money and borrowing may not solve your money problems.

Check your options before you borrow:

For information about other options for managing bills and debts, ring 1800 007 007 from anywhere in Australia to talk to a free and independent financial counsellor.

Talk to your electricity, gas, phone or water provider to see if you can work out a payment plan. If you are on government benefits, ask if you can receive an advance from Centrelink or phone 13 17 94.

The Government's MoneySmart website shows you how small amount loans work and suggests other options that may help you.