Overseas Phone: +61 3 8682 4333
Overseas Fax: +61 3 8682 4333
Swift Code - CUSCAU2SXXX (please note that incoming foreign payments to Big Sky's accounts are facilitated by Cuscal Ltd).
To locate your nearest Service Centre.
Phone: 1300 654 321
Email:
bigsky@bigsky.net.au
Queensland
Level 6, 135 Wickham Terrace, Brisbane Qld 4000
Mail: GPO Box 2225, Brisbane Qld 4001
Phone: (07) 3018 4333
Fax: (07) 3018 4344
Victoria
114 Albert Park Road, South Melbourne, VIC 3205
Western Australia
Suite 2, Ground Floor, 20 Kings Park Road, West Perth, WA, 6005
Mail: PO Box 784, West Perth, WA, 6872
Phone: (08) 9483 3700
Fax: (08) 9483 3799
Car Search Brokers: 1300 650 890
WA Motor Vehicle Consultants: 08 9419 9619
We understand from time to time that some of our Customers may face periods of financial hardship due to a number of reasons, often beyond their control.
Financial hardship may be defined as where a Customer wants to pay what they owe but unable to do so, or anticipates being unable to do so in the near future.
We encourage our Customers who are having financial difficulty to contact us as soon as possible to discuss your situation.
The type of assistance we may be able to provide will vary depending on your individual circumstances. For eligible Customers assistance may include:
• tailored repayment arrangements based on what you can afford to pay at the time, e.g. reduced repayments, repayment extension periods
• for Customers with home loans, deferred or reduced repayments on your loan for three, six and up to 12 months, to be assessed case by case (with interest capitalised into the loan).
We will also suspend any debt collection activity while these arrangements are in place and being met.
Customers may specifically authorise a third party to make enquiries on their behalf.
Big Sky will talk to our Customers’ representative if it is satisfied that the representative has been authorised by our Customer.
All Customers may use the Financial Hardship Assistance services at Big Sky.
The objectives of the Big Sky Financial Hardship Policy are:
• To assist our customers experiencing financial hardship to manage their financial obligations to Big Sky Building Society Ltd, and to return to being (or to remain) regular, conforming account holders.
Whenever possible:
o to protect the long term capacity of Customer experiencing financial hardship to service their loan(s);
o to avoid having to instigate legal proceedings;
o to avoid Customers seeking bankruptcy or filing for a debt agreement under the bankruptcy act.
• To encourage Customers experiencing financial hardship to seek assistance as soon as possible.
Reasons a member may face financial hardship (but are not limited to) may include:
- Unemployment
- Illness/Medical Expenses
- Relationship breakdown
- Reduced income
- Business failure
- Over commitment or excessive use of credit
- Poor financial management
Whatever the reason we encourage our Customers to contact us immediately when they may be under financial hardship. Big Sky will actively work with its Customers and will discuss all alternatives after a full review of your current financial position.
Where you have debts to Big Sky and to consider your Financial Hardship request the form ‘Application for Variation to Contract Due to Financial Hardship’ must be completed together with any additional information required. Big Sky may take up to 21 days to assess your application after receiving all information but will endeavour to provide a quicker turnaround time whenever possible.
Contact us
You can contact Big Sky in a number of ways regarding financial hardship.
• Phone - 1300 654 321 (Monday to Friday between 9am and 5pm AEST)
• Email – creditrisk@bigsky.net.au
• Service Centres – Arrange an interview with a Big Sky employee.
Do you have a complaint?
We understand that although we do our best to provide a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction. We will address your concerns as quickly as possible and within our Complaints Handling Procedures.
You may contact Big Sky via a number of methods to make a complaint, which is explained in our:
Complaints Handling and Dispute Resolution Guide
External dispute resolution provider
If you are not satisfied with how Big Sky responds to your complaint or dispute you may refer the matter to our External Dispute Resolution provider. Big Sky is a member of the Financial Ombudsman Service (FOS). The Big Sky Complaints Handling & Disputes Resolution Guide within the link above has information regarding FOS and their contact details as well as below.
Financial Ombudsman Service
GPO Box 3
Melbourne Vic 3001
Telephone: 1300 780 808
Fax: 03 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au
Feedback Form
Complaints Form