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Your questions, answered
If you have questions about your account, your repayments or how to use Customer Online, please see our frequently asked questions below.
General account queries
If you want to know where to check or update your account details – you can find relevant information here.
You can update your contact and banking details in Customer Online, which can be accessed via the Log In link at the top right of our homepage. Your Customer Online portal gives you quick and easy control over your account, allowing you to manage your repayments and details, with access to information such as how to make payments, to discharge your loan and our BSB number. You may find that the changes you wish to make are already accessible to you and can be done without the assistance of our service team.
You can check your redraw limit via your account through Customer Online which you can access from our homepage. Alternatively, you can call us Monday-Friday 8am-7pm AEST on 13 11 33, email us at help@liberty.com.au or request a call via this contact form.
Repayments and hardship assistance
Liberty has always assessed customers based on their individual circumstances, allowing us to provide more personalised and tailored solutions. This also applies to hardship and helping customers in need.
You can reduce your current repayment amount to the minimum monthly repayment via your account on Customer Online which you can access from our homepage. Or you can call us on 13 11 33 or email us at help@liberty.com.au.
We are committed to providing assistance that best suits your circumstances. The following is a list of options available which we will discuss with you.
- Redraw funds: Some Liberty loans have a redraw or offset feature. If you’re ahead on repayments, you will have available funds in your loan that you can access to supplement any loan repayments.
- Adjust repayments: You might be paying down your loan with larger than required repayments. You can reduce your repayments to the minimum monthly repayment amount.
- Reduce or defer repayments: You may request to reduce your repayments below your minimum monthly repayment amount. In some cases, you can request to pause your repayments for a period.
- Switching to interest only: You may be eligible to switch to interest only repayments. This will temporarily reduce your repayments as you will only be paying the interest portion of your repayment.
- Insurance: You may have insurance to cover you in the event of illness or involuntary unemployment. If you do have this insurance, check your Product Disclosure Statement and get in touch with your insurer.
Yes. We may be able to defer your repayments depending on your situation. It’s important to understand that if you stop making loan payments, interest is still charged, and your loan balance will continue to increase. You don’t have to make a lump sum payment at the end of your deferred repayment period. But when you start making payments again, your regular repayment amount will increase because your loan balance is higher. Please call us on 13 11 33 or email us at help@liberty.com.au to discuss putting an arrangement in place to defer or reduce your repayments.
Depending on your individual circumstances, we may be able to change your repayments from principal and interest to interest only. This will temporarily reduce your repayment amount. It is important to understand that if we do this, your loan balance will not reduce during this period which costs you more interest. Please call us on 13 11 33 or email us at help@liberty.com.au to discuss whether your loan will be eligible for interest only repayments.
A payment moratorium or payment holiday is a short-term pause placed on your loan repayments that can be helpful in times of unexpected change. Please call us on 13 11 33 or email us at help@liberty.com.au to discuss if a payment moratorium is a suitable option for you.
If we are able to provide a payment moratorium or payment holiday you will not be required to make any repayments during the agreed time period. However, interest and fees will continue to accrue on your loan. This means at the end of the payment moratorium or payment holiday, your loan balance will be higher, and your minimum repayments will increase so that your loan can still be paid within your loan term. This is why we take the time to explore this option with you with careful consideration.
Yes, if you have a joint loan and one of you is experiencing financial hardship you can apply for assistance. Please call us on 13 11 33 or email us at help@liberty.com.au to discuss putting an arrangement in place to defer or reduce your repayments.
Not this time but this may change in the future. There are legal developments regarding hardship which may lead to the recording of any deferral or reduction of your loan repayments on your credit file.
Yes. We can speak to your financial counsellor or authorised representative if you would like us to. You'll need to complete a Third-Party Authority Form. This gives us your authority to talk to your preferred representative about your situation.
There are several government assistance initiatives available to help individuals, households and businesses. You can refer to the factsheet relevant to your circumstances here.
Once your financial circumstances have improved and you’re able to resume your full repayments please contact us on 13 11 33 or email us at help@liberty.com.au. Together, we will work out how much you can afford to pay towards your loan.
It costs you less interest if you can make repayments to catch up. But if that isn’t an option in the short term, we may be able to capitalise your arrears depending on your circumstances. That would mean your minimum repayments will be higher so that your loan can still be paid within your loan term.
Fixed rate break costs
If you are concerned about incurring break costs and want to know more about how fixed rate loan break costs are managed at Liberty, you can learn more here.
Selecting a fixed rate loan contract means the annual interest rate on your loan will not change during the fixed loan term. It provides certainty that repayments will not change during the term of the fixed rate loan contract.
A break cost represents the amount of economic cost we experience if you choose to break your fixed interest rate loan with us. We pass this cost to you as a break cost.
To provide fixed rate loans, we arrange fixed rate funding for your loan term. When you break your fixed rate loan earlier than expected, we remain committed to those arrangements. Our break costs are a reasonable estimate of the economic cost we incur as a result of those commitments continuing. For example, if market rates decline and funds are repaid early, those funds would not be able to earn the same rates which were available during the time your fixed loan was arranged.
Your Loan Agreement will disclose whether a break cost may apply. Your terms and conditions will outline under what circumstances it may be payable. If unsure, just call us on 13 11 33 and we’ll confirm for you.
Usually break costs apply when interest rates have declined and the most common scenarios that may result in a break cost include switching your loan from fixed to variable rate, borrowing more money through a loan top up, and paying off your entire loan early.
Break costs will vary based on the loan amount and the change in interest rates between your loan settlement and today. We recommend that you ask us for an estimate of the break costs and seek independent financial advice before you prepay a fixed rate loan.
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