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What is a financial counsellor and how can they help you?

By Fiona Guthrie, CEO of Financial Counselling Australia

Photo Credit: Scott Jewell, ABC.

Anyone can find themselves in financial difficulty. You might lose your job, get sick, or your relationship might break down. You may simply not have enough money to make ends meet. If this happens to you, a financial counsellor can help.

Financial counsellors are nonjudgmental, qualified professionals who provide information, support and advocacy to people in financial difficulty. Their services are free, independent and confidential.

They work in not-for-profit community organisations, including welfare and counselling agencies, gamblers help services and community legal centres. A number of them work mainly with First Nations people.

Their services are delivered face-to-face, or through the National Debt Helpline’s phone line or live chat. If you’d like to speak to a financial counsellor, the best place to start is the National Debt Helpline website.

In contrast to financial planners or advisors, who provide wealth creation strategies, financial counsellors offer practical advice to help people who have debts and are struggling to meet ordinary living expenses.

They’re experts in consumer and social security law, bankruptcy law, industry hardship obligations/codes and working with industry ombudsmen, as well as being skilled counsellors.

A financial counsellor’s job is to listen to your story, understand your money situation and look at the options you have. You may not think so, but everyone has options to help them get back on track.

How can a financial counsellor help you?

Each appointment or conversation with a financial counsellor will be slightly different depending on your situation at the time.

Here are some of the ways in which financial counsellors can help if you’re experiencing financial hardship. They can:

  • Explain which of your debts are priorities. Not all debts are created equal, for example, people with mortgages will normally want to prioritise these payments, rather than for unsecured loans.
  • Understand the other factors affecting your situation, such as health, abuse, stability of employment, relationship status, or your housing circumstances.
  • Assist you to develop a money plan. This may highlight ways of increasing your disposable income.
  • Provide advice about how to address issues with bills and debt, such as negotiating with creditors, accessing hardship variations, whether early access to super makes sense and so on.
  • Advocate and negotiate on your behalf with creditors or lodge a dispute in external dispute resolution.
  • Provide information, for example, about how the credit reporting system works, what is acceptable behaviour from debt collectors and the impacts of bankruptcy.
  • Identify if you need a referral for other support, such as emergency relief, personal counselling, or legal and health services.
  • Provide emotional support. Financial counsellors are great listeners and you may find that discussing your money worries takes a weight off your shoulders.

What don’t they do?

Financial counsellors are sometimes confused with financial planners or financial advisors, but the services provided are quite different. They don’t:

  • Charge money for their services.
  • Receive any payments or commissions from third parties.
  • Hand out emergency relief grants or money.
  • Complete tax returns.
  • Provide investment advice (that’s what financial planners do).

Who funds financial counselling?

Financial counselling is funded by both the Federal and State governments. The service is free so that people in acute financial difficulty can get professional advice without conflict of interest.

How to access financial counselling?

If you’re struggling with debts or feeling worried about your financial situation, your first port of call should be the National Debt Helpline website. If you can’t find the answer to your query online, call 1800 007 007.

A financial counsellor will assess your situation and provide you with free advice. If your matter is more complex, they can refer you to your closest face-to-face financial counselling service.

Everyone can play their part in helping to address financial hardship

In light of the severely detrimental economic impact that the COVID-19 pandemic has had on the Australian economy, it is more important than ever to understand the meaning of hardship and how to support people going through a tough time  

According to the Financial Rights Legal Service, there are often two main reasons for financial hardship: 

  1. a person could afford the loan when it was obtained but a change of circumstances has occurred after getting the loan; 
  2. or they could not afford to repay the loan when it was originally obtained. 

Way Forward provides support to people primarily in the first category. The highest proportion of the people we support are those who have overcommitted (30 percent of our total number of clients) but many of the people we assist also face a range of issues including illness, a relationship breakdown or job loss.  

Creditors, utilities companies and lenders all have legal obligations when someone is in hardship. The person in hardship needs to be able to demonstrate that they have genuine reasons for not being able to service their loan. The legal obligations that businesses need to meet are included in the National Consumer Credit Protection Act 2009 . All credit providers must be registered or licensed with the Australian Securities and Investment Commission (ASIC) under these laws 

Every business that provides a service to our community, whether they are a lender, like a bank, utilities company, like internet and phone provider, must also now dedicates time and resources to assisting people who are in financial hardship. Many companies have unique and specific hardship support staff. 

The Australian Bankers Association has described in its guideline document, called Promoting understanding about banks’ financial hardship programs the commitments that have been made by lenders address hardship issues that people who are bank customers, can face, and how those issues can be managed.  

Part of this growing awareness of hardship, what it means and how to address it, comes from having a better understanding of how to have non-judgmental conversations with people who have lived experiences and that these conversations aim to address the problems that are being encountered 

There is an increasing understanding that hardship is something people should not face alone and both those experiencing hardship and those businesses seeking repayments on debts can be proactive in helping people to recover.  

I need help but don’t know where to start? Tips when seeking financial hardship support

There is no doubt that financial hardship can happen to anyone. Unmanageable debt usually happens as a result of unplanned events, like job loss or business problems, sickness or losing a loved one. 

While at times it may feel as though there is no way out, there are things that can help with finding a solutionWe have put together a few tips that may help. If you need additional support for other issues outside of financial hardship, please check out our website page Other Support Services.  

Tip 1 – It’s OK to ask for help

As a result of the COVID-19 pandemic and consequent recession many people are doing it tough and need assistance.  

If you are facing financial difficulty and need a way out, the first thing to do is ask for help. Deciding who to approach for assistance, whether through a friend, a financial counsellor or an organisation like Way Forward, it is important to look for someone who will take care of your best interests.  

To help in knowing where to go, the Financial Rights Legal Service has identified the two main reasons for financial hardship:  

  1. a person could afford the loan when it was obtained but a change of circumstances has occurred after getting the loan; or, 
  2. they could not afford to repay the loan when it was originally obtained. 

If you’re in the first category, a financial counsellor or Way Forward can help. If you’re in the second category we recommend reaching out to a financial counsellor or the National Debt Help Line. 

Tip 2 – Sooner rather than later

Sometimes we get stuck in indecision or confusion, unsure of how to face our financial problemsWhen it comes to financial difficulty, avoiding the issue can lead to further pain and discouragement.  

Especially if your creditors are not informed of the full extent of your situation, they will continue their own processeswhich include collection’s activitiesFor many people, the persistent phone calls from creditors can be overwhelming and the more that a creditor calls, the less someone in hardship will want to pick up the phone. This invariably means an increase in the volume of calls from creditors asking when the repayments will startThese ongoing and continuous phone calls can be stressful.  

Creditors can commence legal proceedings if they do not receive responses about a loan and result in enforcement costs adding to the overall amount to be repaid. The debts could then be sold to third parties who are interested in only one thing: getting the money back.  

Asking for help is the first step to finding a way out of debt. The sooner you look for help the more options you will likely find available. 

Tip 3 – Work through a budget

If you are struggling financially, one of the first steps is a budget. There are plenty of good budgeting tools available and one we recommend is the Money Smart budget on the ASIC website.  Importantly, seeing where you are spending and then identifying needs versus wants can help with better money management 

Invariably if you are experiencing financial difficulty, it’s likely you have already cut back on expenses.   Doing a budget helps to prioritise and anticipate upcoming expensesidentifying the nicetohaves’ and setting boundaries. Remember, a budget is not about outlining what you won’t spend, it’s about putting boundaries around how you will spend. 

Once you’ve outlined your income and understand your expenses, you know how much you have to put towards your debts. This can range from having nothing left to put towards debts, to having the ability to meet all of your repayments. Regardless, it’s important to try to work out what is possible. 

Finally, a budget is one of the first requests your creditors will ask. When they have as much detailed information and evidence as possible, you will have a better chance of being assisted in finding a solution. 

Tip 4 – Be clear on how long you will need assistance

The length of time you anticipate experiencing financial difficulty will determine the different solutions and approaches available.  

If you’ve lost your job and hope to be employed again in a role with equal pay and conditions, then you may only require 3 months support. If you’ve lost your job and expect to find another, albeit on less money, then you may need help for a longer period.  

The length of time that you need support will determine the available options. If your financial difficulties are likely to last for longer, ensure that the solutions you are choosing don’t put you in a worse position. For example, deferring payments to a loan can provide short term relief but the interest continues to accrue, and you will end up owing and having to repay more over the life of the arrangement. 

The length of support from your creditors will vary depending on what has caused your financial hardship and how long it’s likely to affect you. 

Tip 5 – Be able to articulate what’s happened

From our experience, most people express embarrassment about their situation, feeling they somehow should have known how to avoid their predicamentWe have also understand the emotional toll that comes with retelling difficult stories that led to financial hardship 

Unless you have a financial counsellor or Way Forward hardship advocate representing you, when dealing with multiple creditors, it is likely you will repeat your circumstance multiple times with each organisation. 

Knowing this ahead of time can help you to work through how you intend to share the circumstances surrounding your hardship, considering that the more information you can provide the more likely your creditors will be able to assist. 

Tip 6 – Know your rights

Providing assistance to people who are experiencing financial difficulty is regulated in a number of industries. 

Banks (creditors), utilities companies and lenders have legal obligations when someone is in hardship.  

The person in hardship needs to be able to demonstrate that they have genuine reasons for not being able to service their loan. The legal obligations that businesses need to meet are included in the National Consumer Credit Protection Act 2009. All credit providers must be registered or licensed with the Australian Securities and Investment Commission (ASIC) under these laws. 

If you’d like to better understand these rights, we recommend talking to a financial counsellor or the National Debt Help Line. 

In conclusion

It’s a big step but we strongly encourage you to acknowledge when you are in a difficult financial situation and the ask for assistance

Ask yourself: if a friend with financial problems, came to you for advice, would you be encouraging them to seek assistance? Why not apply that rule to you? The sooner you get support, the more options will be available and the sooner you can start on the path to financial health. 

 

Struggling to pay for the essentials such as food and rent and want to know more about your options? Our emergency funding page lists some of the available free emergency services and funding if you live in Australia and find yourself in financial difficulty.

Maria Tuminello is Shaun's landlord but also a small business owner who is facing her own challenges operating during COVID-19. (ABC News: Geoff Thompson)

Shaun’s apartment, Maria’s business and Gary’s mortgage are all linked by one thing: deferred debt

This story has been republished in full from the ABC program Background Briefing. The original story published on the ABC website, also features a podcast and can be found here.

ABC Screengrab

By Geoff Thompson for ABC

The dominoes in the Australian economy are stacked in line and one can easily topple several others.

Key points:

  • Australia has some of the highest household debt ratios in the world
  • CEO of debt help service WayForward David Berry says a “looming monster” of debt has been growing during COVID-19
  • A NAB spokeswoman says there is a limit to how long deferring mortgage repayments can work

Rental reductions and repayment extensions have helped the Australian economy to keep functioning during COVID-19 and have kept our debts at bay.

But soon, many of these measures will begin to end and even with the promise of more relief on the way, some of the dominoes of debt could start to topple in the coming months.

To understand how debt is affecting us all during COVID-19, Background Briefing followed one chain of dominoes, from a single tenant to his landlord up to her commercial landlord and then all the way up to the Reserve Bank of Australia and the Federal Government.

Already on a rent reduction but now facing more COVID-19 restrictions

Shaun, who rents an apartment with his friend Dee in the north Melbourne suburb of Pascoe Vale, said he was trying to stay positive but was finding it tough.

“I have no idea how I’m going to go looking for work,” he said.

He and Dee both lost their jobs at the beginning of coronavirus restrictions in March. As a full-time employee, Dee qualified for JobKeeper but Shaun did not.

“On our last paycheques, both me and Dee sat down and figured out what we could afford, or how we could move forward and how we could actually survive this,” he said.

They approached their landlord, Maria Tuminello, told her they really needed her help and she agreed to halve the rent for the apartment.

“I was so, so relieved. It was just that little bit of weight off the shoulders,” Shaun said.

Since then, Shaun has managed to find a few days a week of labouring work but he’s worried the new shutdown could leave him in a precarious financial position.

“I’ll be back in my parents’ place I just imagine.”

Landlords got relief from the banks

Ms Tuminello has her own problems. She is the owner of Piccolo Vicolo, a cafe in Ascot Vale. She had to close for 10 weeks during the first lockdown.

Maria Tuminello

Maria Tuminello is Shaun’s landlord but also a small business owner who is facing her own challenges operating during COVID-19. (ABC News: Geoff Thompson)

With two mortgages to service, one on her home and another on the apartment Shaun and Dee live in, she could only afford to halve Shaun and Dee’s rent because the Commonwealth Bank agreed to give her a break on repayments.

“They were happy to do that for six months. We’re just all in limbo waiting to see what happens in September,” she said.

The Australian Banking Association announced this week that banks would be extending breaks on repayments for some customers past September but Ms Tuminello didn’t know for sure what would happen to her repayments.

For now, she is planning to keep her cafe open and serve takeaway during the reimposed restrictions.

But Ms Tuminello has more bills than just her mortgages. She has to pay rent on her cafe to commercial landlord Gary Harley.

He is the next domino in line.

“We’ve given her rent relief until business basically gets back to something, anything like normal,” he said.

Mr Harley has been able to do that because the National Australia Bank has given him a break on his mortgage repayments too.

“We were able to execute that loan deferral very rapidly. That gave us the ability to make decisions to help the tenants, to be honest,” he said.

A limit on how long banks can keep deferring repayments

The banks are the next domino in danger.

Australian banks’ capital buffers against bad debts have improved a lot since the global financial crisis.

But Rachel Slade, the group executive for personal banking at the NAB, acknowledges there is a limit to how long deferring mortgage repayments can work.

That’s because deferred mortgages are still accruing interest and household debts are getting bigger.

“There’s nothing worse than leaving a customer hanging out there, if we and the customer can see that they’re not going to come out the other side of this,” Ms Slade said.

CEO of WayForward David Berry

CEO of WayForward David Berry is afraid there is a looming monster of household debt being concealed by stimulus and deferrals. (ABC News: Geoff Thompson)

David Berry, CEO of WayForward — a not-for-profit that helps Australians who are drowning in debt — believes a mountain of debt is being temporarily hidden by repayment holidays and stimulus.

“The stimulus and the moratoriums offered by banks are hiding a looming monster that’s building,” he said.

“I think as people start to return to work, they’re going to realise the situation that they’re in and they’re

going to want to find a way out of it.”

WayForward was set up with seed funding from the four major banks and Mr Berry said he expected the service to only get busier.

The key to keeping the dominoes upright is employment

Australia already has some of the highest household debt levels in the world. We owe more than two dollars in debt for every single dollar we earn.

Total Australian household debt is $2,510 billion, according to the ABS.

Reserve Bank deputy governor Guy Debelle told Background Briefing that right now, everything hinged on employment.

“What matters most in your ability to pay your mortgage is whether you’ve got a job, whether you’ve got an income,” he said.

“Obviously at the moment, unemployment has gone up and less people have jobs.

“The big issue here is just how long this goes for and how persistent that’s going to be.”

He said the real unemployment rate was likely higher than the official rate of 7.1 per cent because of JobKeeper.

“People on JobKeeper aren’t necessarily classified as unemployed, the unemployment rate is affected by the JobKeeper program in particular.”

The Reserve Bank has acknowledged that the economy will need to be supported by low interest rates and government stimulus for the foreseeable future.

The Reserve Bank deputy governor Guy Debelle and governor Philip Lowe

The Reserve Bank deputy governor Guy Debelle and governor Philip Lowe testify at a committee. (ABC News: Fletcher Yeung)

Prime Minister Scott Morrison announced earlier this week that the Government intended to introduce some support after much of the current stimulus package ends in September.

At the moment, stimulus also means adding eye-watering levels of government debt to the balance sheet — perhaps a trillion dollars of it.

That’s not a problem, according to some economists such as Bill Mitchell, emeritus professor of economics at Newcastle University and one of the early founders of Modern Monetary Theory (MMT).

“There’s no question that the Government can meet all of its liabilities,” he said.

“A government like Australia, which issues its own currency, can always pay it out.”

He said the Government could simply get the Reserve Bank to create the currency that’s needed.

Modern Monetary Theory has long been ridiculed by most economists as “Modern Magical Thinking” because simply typing money into existence risks inflation.

MMT’s supporters say inflation is the last of our worries right now.

But even if you accept that the Reserve Bank can magically type money into existence, that’s a luxury households don’t have.

Household debt relies on income from jobs.

Professor Mitchell believes the way out of our coronavirus recession is for the Government to fund unconditional jobs for anybody who wants them.

“That income support then provides a sort of buffer for the economy,” he said.

The Reserve Bank’s deputy governor isn’t entirely dismissive of Bill Mitchell’s belief that we don’t need to worry about government debt.

“A reasonable amount of what they’re saying is not different from the way I would think about it, and the way a lot of other people think about it. It’s a matter of degree,” Mr Debelle said.

“If you borrow too much, then that’s inflationary or you’re Argentina and you default.

“There are plenty of examples where there are clearly limits. The question is where those limits are.”

 

Struggling to pay for the essentials such as food and rent and want to know more about your options? Our emergency funding page lists some of the available free emergency services and funding if you live in Australia and find yourself in financial difficulty.

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