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Hardship Policy

Frequently Asked Questions

Note: If you’ve been directed here from the WageSplitter app - don’t worry, you're in the right place. We’re in the middle of changing our business name from WageSplitter to Paylab. So things might look a bit different!

1. Introduction

Paylab is committed to supporting users who may be experiencing financial hardship. We understand that unexpected life events can impact your ability to meet your financial commitments, and we are here to assist you in finding a suitable and fair solution.

2. Definition of Financial Hardship

Financial hardship occurs when a user is temporarily or permanently unable to meet their repayment obligations due to circumstances beyond their control. This may include, but is not limited to:

  • Loss of employment or reduction in income
  • Serious illness, mental health conditions, addiction, injury, or disability
  • Family or domestic violence
  • Natural disasters or other unforeseen emergencies
  • Significant unexpected expenses

3. Assistance Available

If you are experiencing hardship, Paylab may offer the following forms of assistance:

  • Flexible repayment arrangements – Adjusting the repayment schedule to better align with your financial situation.
  • Payment deferrals – Allowing additional time before repayment is due, up to 62 days from the initial loan assessment and payment. Please note that all repayment arrangements and deferrals will be subject to regulatory requirements for wage advance providers.
  • Fee waivers or reductions – Consideration for waiving interest charges or other applicable fees.
  • Personalised support – Reviewing individual circumstances to identify the most appropriate solution.

4. How to Apply for Hardship Assistance

If you are facing financial difficulties and require assistance, please contact Paylab as soon as possible through one of the following channels:

Email: appsupport@paylab.com.au
Phone: +61 477 206 304

To assist with your request, please provide:

  • Your full name and the email registered on the Paylab app
  • A brief description of your current financial situation

We may also request additional supporting documents, including but not limited to:

  • Proof of Employment
  • Proof of income reduction
  • Medical expense statements
  • Recent bank statements
  • Redundancy notice
  • Statement of financial position
  • Any other relevant documents

5. Hardship Assistance Process

Once we receive your hardship request, we will:

  • Acknowledge your request within 3 business days
  • Review your application and assess your individual circumstances
  • Contact you within 15 business days to discuss available options
  • If we require additional documents or information, we will contact you within 20 business days for further discussion

All applications will be assessed in accordance with Paylab’s financial hardship guidelines, and we will work with you to find a fair and manageable resolution.

6. How to Dispute a Declined Hardship Application

If Paylab declines your hardship request, we will notify you of the specific reason(s). You have the right to dispute the decision by following these steps:

Step 1: Review the Reason for Decline

Paylab will inform you if the request was declined due to insufficient information, long-term financial difficulties, or an assessment of ability to repay. If more information is required, you may submit additional documents within 15 days.

Step 2: Request a Reassessment

If you believe the decision was made in error, contact Customer Support at appsupport@paylab.com.au to request a reassessment of your case.

Step 3: Escalate the Matter

If you are not satisfied with the outcome, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au 

Collection Action on Hold

If your hardship request is declined, Paylab will place any enforcement action or collections on hold for up to 14 days, provided that this does not extend the loan term beyond the 62-day regulatory limit for wage advance providers.

7. Additional Support

If you require further financial assistance, you may seek support from:

8. Confidentiality and Fair Treatment

Paylab treats all hardship requests with strict confidentiality and assesses each case fairly and respectfully. Requesting hardship assistance will not impact your access to other Paylab services in the future.

We encourage users to reach out as early as possible to discuss available options. Paylab is committed to responsible financial support and will work with you to find a suitable solution.

For any questions or hardship requests, please contact us at appsupport@paylab.com.au.