Way Forward to resume payments for clients
We recently became aware of a cyber incident relating to an external provider we use for our customer management platform. We have been temporarily unable to process your usual payments since then.
As a precaution at the time, we provided our clients with guidance about staying alert to unexpected communications and informed you about the steps taken to manage your payment arrangements. We also asked creditors to implement a one-month payment pause until Friday 9 October 2026 and to make sure clients’ credit reports were not affected during this period.
Our customer management system has now been restored and payments will recommence from Friday 9 October onwards. We will contact clients individually to let them know when their next payment will be due.
If you are an active client or creditor of Way Forward, please refer to the email communication you have received on 2 October regarding how we are resuming client payments.
Over the next few weeks, we will check and test our systems to make sure that client details and payment arrangements are correct and up to date. Unfortunately, during this time we are unable to accept new clients. We will provide an update on our website when we are ready to receive applications from new clients on our portal.
With respect to the cyber incident, the external provider’s investigation has found no evidence to indicate that any information relating to our clients was impacted.
As always, we encourage clients to remain vigilant and be alert for unexpected emails, text messages or phone calls asking you to update payment details, share personal information or proof of identity, or provide your banking details.
If you receive a communication claiming to be from Way Forward and are unsure whether it is genuine, contact us on 1300 045 502 before responding.
We sincerely apologise for any concern this incident has caused. If you have any questions or would like further information, please contact us on 1300 045 502 or assist@wayforward.org.au.
