Together, we are facing a truly unprecedented and challenging situation.
The global Coronavirus pandemic (COVID-19) is affecting all of our families, our businesses, our communities, and our way of life.
And as we adjust to the impacts of COVID-19, it’s important for you to know that in addition to the financial assistance solutions we’ve always supported our customers with, we’ve also implemented additional flexible repayment options and processes to help you during this uncertain time.
What to do if you’ve already been affected by COVID-19
We have a dedicated and specialised Customer Care team who, together with you, can work through your current situation and discuss the best option for you.
Please note that we are receiving a large number of calls from affected and concerned customers, so unfortunately our call wait times are longer than usual. We sincerely appreciate your patience and understanding. If you email us, please be advised that we will respond to your request within 2 business days.
Have you lost your job or had your income reduced?
We understand there are many customers who have been faced with this difficult situation. We do have options available for you, so please contact us and we can put them in place.
When you contact us, if you could please try and provide us with a letter from your employer to confirm your changed employment position, we can update your customer records and implement the best solution for you, whether it’s stopped payments, reduced payments or entering hardship relief.
Is your income being affected due to self-isolation?
We understand this must be a very worrying time for you and your loved ones. Most importantly, please take care of yourself.
If you’re worried about managing your next loan payments, please call or send us an email (to firstname.lastname@example.org) to notify us of your situation and we will be able to update your customer file immediately that you are in isolation. If you have been provided with a Doctor’s note or medical certificate, please email this through to us too. We can then add this your customer record and implement the best option going forward for your situation.
What can you do now, in preparation for self-isolation or loss of income?
We have had a number of customers contacting us because they are concerned they may lose their job or are worried of falling ill from COVID-19. Some customers have asked to repay their loan entirely, while others have wanted to understand what options will be available to them, in the event one of these situations arise.
Please know that we are here to support you, first and foremost. If you do become ill or your financial situation is negatively impacted, please contact us as soon as possible. We have a very experienced and understanding Customer Care team to guide you throughout this challenging time.
Could your credit rating be affected if you go ahead with a payment solution?
Due to the sheer number of Covid-19 affected people, unfortunately credit files are going to be impacted globally. By contacting us as soon as possible, and agreeing to a plan with us, this can help protect your credit rating or assist with getting it back on track as quickly as possible.
As we are receiving a large number of calls from affected and concerned customers, unfortunately our call wait times are longer than usual. We sincerely appreciate your patience and understanding. If you’d prefer to email us, please be advised that we will respond to your request within 2 business days.
During this time, please rest assured that you can count on our experienced Fair Go Finance staff to provide you with the financial support you may need now and in the future.
Our thoughts are with everyone who has been impacted by COVID-19 and we hope that you, your family, friends and colleagues stay safe and well.