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Financial difficulty

We take your financial concerns seriously. Learn more about our financial hardship and customer assistance programs. Keystart can support you when you need it most.

Help when you need it

At Keystart we understand that sometimes life can be difficult. A significant change in your income or your relationship, an illness or an emergency scenario like the recent COVID-19 pandemic can impact your ability to make your loan repayments for a period of time. At these times, Keystart is here to help you.

Financial hardship assistance

Our financial hardship assistance program has helped lots of customers through difficult times. There are a number of ways we can assist, including temporarily reducing or even deferring your loan repayments, capitalisation of existing arrears, or restructuring your loan contract. We look at every situation on a case-by-case basis. That means we do an assessment of your individual circumstances and needs.

If you would like to discuss your situation and options, complete our financial hardship application form to get started.

Discussing your options early gives you more time and knowledge to make your decisions. We have a dedicated team here to help.

If you're experiencing difficulty meeting your loan repayments due to the impacts of coronavirus (COVID-19), please get in touch or complete the financial hardship application form as soon as possible. If you're receiving hardship assistance which is due to expire, you can apply for an extension using this form.

Financial hardship application form

Coronavirus (COVID-19) update: Support for customers

Please refer to our coronavirus (COVID-19) update page for information about our customer support and answers to some frequently asked questions.

Coronavirus (COVID-19) update page: Support for customers

Financial counselling

If you are seeking the assistance of a financial counsellor, you can contact the Financial Counsellors Association of WA. 

If you are experiencing financial difficulties, you may be interested in free financial counselling. This service is offered by qualified, professional financial counsellors who can assist with independent and confidential support.

The Financial Counselling Network is a partnership of not-for-profit community service organisations and local government across the Perth metro area, who provide advice, assistance and education for people experiencing financial hardship. They can help with:

  • budgeting
  • debt negotiations
  • advocacy
  • referral to further support, and
  • microfinance.

More about your options for financial advice and support

Customer assistance program

In partnership with Relationships Australia (WA), we're pleased to offer a free service created to support customers facing difficulties.  You can speak with a professionally trained counsellor who will help you to identify, understand and gain new perspectives on a range of issues that may be concerning you.  The service can help to resolve difficulties in a supportive, respectful and confidential environment.

We can provide our customers with up to five free sessions with a Relationships Australia counsellor. Matters discussed may include:

  • couple issues
  • relationship breakdown
  • parenting
  • domestic violence
  • anxiety
  • depression
  • grief and loss
  • trauma
  • stress, and
  • conflict, including work-related issues.

Get in touch to find out how to set up a confidential appointment.

Get in touch

If you would like to get in touch, call us on 1300 578 278, Monday to Friday, 8:00am to 5:00pm. You can also email We're here to help.

More options