1300 015 864
hardship@lumi.com.au
What To Expect
Lumi will work with you in good faith and in accordance with our policies to assist you in meeting your financial obligations.
We may request further information regarding your circumstances in order to review your request for assistance.
The information requested may depend on your specific circumstances, but may include:
Generally, Lumi will request this information to be provided within 7 days. After reviewing the supporting information, Lumi will notify you of the outcome for the request for assistance.
Financial Difficulty Outcomes
Lumi may provide assistance by way of a temporary reduction in payments, or payment pause.
Following the hardship period, Lumi will work with you to make up the arrears over the remaining loan term.
Generally, Lumi would not provide an extension of the loan term, or interest freeze to address the request for financial difficulty.
What If My Request For Assistance Is Declined?
Where Lumi is not able to provide assistance for financial difficulty, our response to the request for financial difficulty will include the reason the request for assistance has been declined.
In some circumstances, Lumi may be able to provide a temporary support plan.
If you are not satisfied with our response to your request for financial difficulty assistance, Lumi is a member with the Australian Financial Complaints authority (AFCA).
AFCA provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints**.
** AFCA can be contacted by phone on 1300 931 678, by email at info@afca.org.au or by the AFCA website www.afca.org.au.
hardship@lumi.com.au
