What a borrower sees of their own account — the figures from the lender’s ledger, the licensee named, their rights where they would look for them — and the rules that decide what the borrower may be sent.
Example Lending — your loan LN-EXAMPLE
You owe $1,039.99.
$240.01 of that was due and has not been paid. The oldest unpaid repayment was due on 1 December 2026.
To pay off the loan on 15 December 2026: $1,039.99. The amount required may change according to the day it is paid. Ask in writing and your lender must give you a written statement of the amount, as at the day you choose, within seven days.
Your rights
If you cannot make your repayments
Tell your lender, by phone or in writing. That is a hardship notice, and your lender must respond to it within set times. Call 1300 000 001 (invented).
The law, as written — National Credit Code s 72(1)
If a debtor considers that he or she is or will be unable to meet his or her obligations under a credit contract, the debtor may give the credit provider notice (a hardship notice), orally or in writing, of the debtor’s inability to meet the obligations.
A payout figure
Ask in writing for the amount needed to pay off the loan on a day you choose; you get it in writing within 7 days.
The law, as written — National Credit Code s 83(1) to (3)
A credit provider must, at the written request of a debtor or guarantor, provide a written statement of the amount required to pay out a credit contract (other than a continuing credit contract) as at such date as the debtor or guarantor specifies. If so requested, the credit provider must also provide details of the items which make up that amount. … The statement must also contain a statement to the effect that the amount required to pay out the credit contract may change according to the date on which it is paid. … A credit provider must give a statement, complying with this section, within 7 days after the day the request is given to the credit provider.
A copy of your contract
You are entitled to a copy of the contract you signed.
The law, as written — National Credit Code s 20(1) and (2)
If a contract document is to be signed by the debtor and returned to the credit provider, the credit provider must give the debtor a copy to keep. … A credit provider must, not later than 14 days after a credit contract is made, give a copy of the contract in the form in which it was made to the debtor.
A copy of the assessment
Ask for the written assessment your lender made before lending; it is free, and due within 7 business days if you ask within two years.
The law, as written — National Credit Act s 132(2)
If, during the period that: (a) starts on the day (the credit day) the credit contract is entered or the credit limit is increased; and (b) ends 7 years after that day; the consumer requests the licensee for a copy of the assessment, the licensee must give the consumer a written copy of the assessment: (c) if the request is made within 2 years of the credit day—before the end of 7 business days after the day the licensee receives the request; and (d) otherwise—before the end of 21 business days after the day the licensee receives the request.
If you have a complaint
Complain to your lender first. If it is not resolved, the Australian Financial Complaints Authority can help: AFCA, 1800 931 678, afca.org.au.
What has happened on the account
Day
What
Amount
Balance
1 October 2026
Loan paid to you
$1,000.00
$1,000.00
1 October 2026
Establishment fee
$200.00
$1,200.00
1 November 2026
Monthly fee
$40.00
$1,240.00
1 November 2026
Repayment received — thank you
$-240.01
$999.99
1 December 2026
Monthly fee
$40.00
$1,039.99
1 December 2026
Repayment received — thank you
$-240.01
$799.98
3 December 2026
A payment was returned by your bank
$240.01
$1,039.99
Example Lending Pty Ltd, ABN 00 000 000 000, Australian Credit Licence 000000 (an invented number). An invented lender, for the example.
What this borrower may be sent
Decided in a fixed order — the law, the person’s own choices, their circumstances, the journey, frequency, the channel — and a message stopped on one channel is not quietly moved to another.
Message
Sent?
Why
A reminder about the missed repayment, by text, to a verified number
yes
Every rule allows it.
An offer of a new small amount loan to this same borrower, who consented to marketing
no
An offer of, or invitation to apply for, a small amount credit contract to somebody who has held or applied for one — unsolicited — is prohibited by s 133CF.
Any marketing while the borrower has a hardship arrangement
no
The person has a hardship matter; no marketing is sent.
A text to a number nobody verified
no
The person’s sms has not been verified. Nothing is sent to an address nobody proved belongs to them.
National Credit Act s 133CF(1)A licensee must not make, or arrange for the making of, an unsolicited communication to a consumer (whether orally, in writing or by electronic means) that contains: (a) an offer to the consumer to enter into a small amount credit contract; or (b) an invitation to the consumer to apply for a small amount credit contract; if any of the following apply: (c) the consumer is, or has at any time been, a debtor under a small amount credit contract with the licensee; (d) the consumer has at any time applied for a small amount credit contract with the licensee; (e) the consumer: (i) is, or has at any time been, a debtor under a small amount credit contract with another credit provider; or (ii) has at any time applied for a small amount credit contract with another credit provider; and a reasonable person in the licensee’s position would, if the person undertook such inquiries as are reasonable in the circumstances, be aware of the matter in subparagraph (i) or (ii) (whichever applies).
Section 133CF(4): if a contract is entered within 30 days after such a communication, the consumer is not liable for, and may recover, the fees and charges s 31A(1)(a) to (d) of the Code permit.
The reminder, as it would be sent
Example Lending: a repayment of $240.01 due 1 December 2026 has not been received. If you are having trouble paying, call 1300 000 001. Asking for help is free.
1 text message, from template repayment-missed version 1.