If repayments become difficult, ask for help.
How to contact CashLift about financial difficulty, understand the hardship process and find free independent assistance.
Last updated · 20 October 2026 · Pre-launch information
CashLift is preparing to launch. We are not providing credit or accepting loan applications. Joining the waitlist does not create a loan.
Contact and immediate help
You can contact hardship@cashlift.com.au about the planned service. Do not include bank login credentials or unnecessary sensitive documents in an initial email. CashLift is not currently lending, and this is not an emergency service.
If you need help with an existing debt, contact that lender directly. For free financial counselling, call the National Debt Helpline on 1800 007 007. Moneysmart lists urgent help for food, housing and bills.
Your right to give a hardship notice
Under section 72 of the National Credit Code, a borrower can tell their credit provider, verbally or in writing, that they cannot meet their obligations under the credit contract. You do not have to use a particular form. Explain the problem and what assistance you are seeking.
When lending begins, the lender will need to consider a hardship notice in accordance with the applicable law. Asking for help does not itself mean you are in default. It does not automatically change the contract, cancel a payment or guarantee a particular arrangement.
What assistance might involve
Depending on the circumstances, a lender may consider changed repayment amounts, a deferral or a longer repayment period. The outcome, fees and dates need to be assessed and explained. Do not assume that a request automatically waives a fee, pauses collections or changes a repayment authority.
If an arrangement is agreed, check the changed terms and schedule, any effect on the total amount payable and what you need to do about payments. The final CashLift process and available repayment methods will be explained before lending starts.
How response timing works
ASIC explains that the response period depends on whether the credit provider has enough information. If it has enough, it has 21 days after receiving the hardship notice to notify the borrower of its decision. If more information is needed, it may request relevant information within 21 days.
If the requested information is received, the response period is 21 days after receipt. If it is not received, the provider has 28 days after the information request to respond. The credit provider must consider the circumstances; a request does not guarantee an agreed change.
See ASIC’s current hardship notice guidance for the detailed requirements.
If you disagree or do not receive a response
Use our complaints contact for concerns about CashLift. For an existing loan with another lender, ask that lender about its complaint process.
The Australian Financial Complaints Authority provides free, independent dispute resolution for eligible complaints. Contact AFCA on 1800 931 678 about its rules, time limits and whether it can consider your complaint. You can ask a financial counsellor or authorised representative for help.