Ros* is a woman in her late 30s and mother of two young children. After experiencing family violence at the hands of her partner for more than a decade, Ros and her children experienced significant trauma, anxiety and instability. Throughout the relationship, Ros was prevented from working, isolated from family and friends, developed a substance addiction and became dependent on her partner for financial support and access to substances. Following rehabilitation, she made the courageous decision to leave the relationship and rebuild her life.
After separating from her abusive partner, Ros moved into a private rental property and relied solely on Centrelink payments. To support her escape and cover basic living expenses, she accumulated multiple Buy Now Pay Later and payday loans. By the time she sought support, she owed approximately $31,000 across 11 lenders and was caught in a cycle of borrowing to meet everyday costs. Most repayments were automatically deducted from her income, leaving little money for essentials such as
food, housing and household expenses.
The ongoing financial hardship was affecting the entire family. Ros felt overwhelmed by her debts and unable to see a way forward. Her children were experiencing anxiety and difficulties at school. Although she had attempted to negotiate directly with lenders, she struggled to secure hardship arrangements and found the process exhausting.
Ros engaged with financial counselling to reduce her financial stress and build a more secure future for her family. A financial counsellor supported her to submit debt waiver requests to all 11 lenders and helped her access concessions, grants and emergency relief. This included utility relief grants, healthcare and optical assistance, school support for uniforms, camps and educational resources, and referrals to counselling and legal services. The counsellor also helped Ros review household expenses and identify more affordable service options.
Recognising the impact of family violence and trauma on Ros’s confidence, the financial counsellor provided flexible, ongoing support. Together they used visual budgeting tools, developed practical action plans and regularly reviewed priorities and goals, helping Ros build confidence in managing her finances and making decisions independently.
As a result of this advocacy, ten creditors waived debts totalling approximately $25,000. An additional lender waived $10,000 of a $16,000 loan and provided a six-month interest-free hardship arrangement with affordable repayments.
With significantly reduced financial pressure, Ros increased her employment, moved into a more suitable rental home for her children, and gained confidence in managing her finances. She now feels empowered, hopeful and proud of the future she is creating for herself and her family.
*Name and image changed for privacy reasons.
