Financial assistance

If you are unable to meet your financial obligations as a result of financial difficulties, you may be eligible to receive financial hardship assistance from BCU Bank.  

If you have a Relationship Manager, contact them directly to discuss what options are available to you.

If you have a relationship manager, you can contact them directly.  Otherwise, contact Platform Finance directly on 1300 730 856. 

We will then review your application and may be able to offer you assistance if you are suffering genuine financial difficulties or hardship and can demonstrate that you are still able to meet your loan and credit contract obligations if provided with assistance.

Whilst we will always attempt to provide assistance to those that are experiencing genuine financial difficulty, we may not always be able to provide this assistance, for a variety of reasons.

Should you disagree with a decision made by BCU, or wish to make a complaint in relation to your request for hardship, you can utilise BCU's internal dispute resolution (IDR) process by calling our Contact Centre on 1300 228 228 and requesting to speak with the Member Advocate, on:

Email: member.engagement@bcu.com.au
Mail: Attn: Member Advocate, BCU
PO Box 1563 Coffs Harbour, NSW 2450

BCU Bank subscribes to an external dispute resolution scheme (EDR) provided by the Australian Financial Complaints Authority (AFCA).

AFCA provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints. 

AFCA defines a small business as an organisation with less than 100 employees. If you are unsure if your business is considered a small business or want more information, contact AFCA as follows:

Website: www.afca.org.au 
Email:  info@afca.org.au
Phone: 1800 931 678 (free call)
Mail:  Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

We have a team of agri experts who understand the seasonality of primary production, and the impacts external events can have on your operation.  

If you are experiencing or anticipating any issues with meeting your obligations, please contact your Relationship Manager to discuss the best options available to you.  

If you are unsatisfied with the outcome, or if you feel that you would benefit from an independent mediator, this can be instigated by either yourself or us. We may also appoint a mediator if we feel a better outcome for all parties could be achieved this way. 

We will not take any enforcement action against you without allowing for farm debt mediation to take place. 

For businesses whose primary undertakings are agriculture, aquaculture or other primary production activities, the Australian Government has provided framework to resolve farm debt issues. 

Each state has their own program; however, all follow the same 7 principals including offering an independent mediator. 

Principle 1: Early engagement between farmers and lenders is encouraged.
Principle 2: Farm debt resolution activities should be outcomes-focused.
Principle 3: Consider support for personal issues, including mental and physical health.
Principle 4: Information about FDM should be clear and accessible.
Principle 5: Farmers should seek appropriate support and independent professional advice.
Principle 6: FDM should be conducted on an even playing field.
Principle 7: All parties are expected to act in good faith.

A mediator can be appointed by either party at any stage, and you do not need to be in default to do so.  Notice must be given in writing by the party instigating the mediation. 

To find out more information on the process and to find a mediator, contact the relevant state body:

New South Wales Rural Assistance Authority 
Phone: 1800 678 593
Email: rural.assist@rra.nsw.gov.au 

Queensland Rural and Industry Development Authority
Phone:  1800 623 946