If you have received a debt notice and are finding it difficult to pay, free and confidential help is available. Financial counsellors are qualified, independent professionals who can advise you on your options — including negotiating with creditors, applying for hardship arrangements, and understanding insolvency options if necessary. The services listed on this page are free for the person seeking help.

Merion supports access to financial counselling for anyone who needs it. If you have received a notice from us and are experiencing hardship, please read our Hardship Policy or contact us directly — we will work with you in good faith.

National Debt Helpline — 1800 007 007

The National Debt Helpline (NDH) is a not-for-profit service that connects people with free financial counsellors across Australia. It is funded by state and territory governments and operated by Financial Counselling Australia. Calls are answered by qualified financial counsellors Monday to Friday, 9:30 am to 4:30 pm (AEST/AEDT). The service is completely free and confidential — there is no charge to the caller and no commercial interest.

ndh.org.au — National Debt Helpline: The NDH's website — online chat, phone number (1800 007 007), fact sheets and self-help tools for people in financial difficulty.
NDH — Debt solutions: Plain-English overviews of the options available to people with unmanageable debt — negotiation, hardship arrangements, debt agreements and bankruptcy.
NDH — Online chat: Live chat with a financial counsellor during business hours — an alternative to calling for those who prefer written communication.

Financial Counselling Australia

Financial Counselling Australia (FCA) is the national peak body for financial counsellors. It supports, trains and advocates for financial counsellors across Australia, and maintains the National Debt Helpline. FCA also publishes research, policy submissions and consumer resources. Financial counsellors practise under a Code of Practice and are required to maintain professional qualifications.

financialcounsellingaustralia.org.au: FCA's website — find a financial counsellor, understand the financial counselling profession, and access policy resources.
Find a financial counsellor: Search for a free financial counsellor by postcode or state — community agencies, welfare organisations and government programmes.

Services Australia — Financial Information Service

Services Australia operates the Financial Information Service (FIS), a free government service that provides financial education and information to Australians. FIS officers are not financial advisers — they do not recommend specific products — but they can help people understand their financial situation, navigate Centrelink entitlements, and make more informed financial decisions. The service is available by phone and in some cases face-to-face.

Services Australia — Financial Information Service: Overview of the FIS, including how to book a phone appointment and what topics FIS officers can help with.
servicesaustralia.gov.au: Services Australia's main website — Centrelink payments, Medicare, child support and government payment information.

MoneySmart (ASIC)

MoneySmart is ASIC's consumer financial literacy website. It provides free, independent guides on managing money, dealing with debt, understanding credit reports, and making financial decisions. MoneySmart does not provide personalised advice but its tools and fact sheets are widely regarded as the most accessible and reliable free financial information resource in Australia.

moneysmart.gov.au: ASIC's free financial literacy website — guides, calculators, videos and comparison tools.
MoneySmart — Managing debt: Guidance on negotiating with creditors, understanding hardship provisions, and the formal options for people who cannot pay their debts.
MoneySmart — Credit scores and credit reports: How credit reporting works in Australia, how to access your credit report for free, and how defaults affect your credit file.

State-based legal aid and community legal centres

Each state and territory has a Legal Aid Commission that provides free or low-cost legal advice in matters including debt and consumer law. Community legal centres (CLCs) also offer free legal advice — often specifically focused on consumer credit and debt issues. Availability varies by location and eligibility.

Legal Aid NSW: Free legal advice and representation in New South Wales.
Victoria Legal Aid: Free legal information, advice and representation in Victoria.
Legal Aid Queensland: Free legal information, advice and representation in Queensland.
Legal Aid ACT: Free legal information and advice in the Australian Capital Territory.
Community Legal Centres Australia: Find a community legal centre near you — many CLCs specialise in consumer credit and debt matters.

Merion's hardship commitment

Merion operates under a formal Hardship Policy consistent with the ACCC/ASIC Debt Collection Guideline. If you are experiencing genuine financial hardship, you have the right to request a hardship arrangement. We take hardship applications seriously and will work with you — or with your financial counsellor on your behalf.

Merion Hardship Policy — what constitutes hardship, how to apply, and what happens next.
Received a letter from Merion? — what to do if you have received a payment notice.
Help Centre — FAQ and guides for people who have received a notice from us.

Financial Hardship Help