Form · Banking & Finance
Financial difficulty working record
Working record of a customer's approach under the 2025 Banking Code of Practice, and of the dates the bank must watch. It does not decide what help is offered.
- Kind
- Form. A form to complete, or a guide to completing an official one.
- Where it applies
- Australia
- AI use
- Yellow You and the tool draft together, with you directing. You check every statement you rely on.
- Law stated as at
- 22 October 2026
- Status
- Maintained. Checked on 22 October 2026 against the authority it cites, for Australia.
- Version
- 1
- Source
- Written for this library
When to use it
Use when a customer of a Code subscriber contacts the bank about financial difficulty, so the contact is diarised and the paragraph 184 decision is not missed.
Used for these tasks
Each task page says how far AI may help with the task and what the lawyer must review.
How AI may be used
The tool enters the date of contact and the document titles the officer names, and the officer decides whether help is provided and writes the reasons.
AI may
- Enter the date of first contact and calculate a date 21 days later for the officer to check against paragraph 199.
- List information the customer has already given, by document title and date.
AI must not
- Do not decide whether help will be provided, or draft the written reasons.
- Do not require the customer to access superannuation. Paragraph 182 says the bank will not require that, other than borrowing for a self managed superannuation fund.
- Do not treat every contact as a complaint. Paragraph 199 applies when the contact is handled as a complaint.
The lawyer checks
- Confirm the bank subscribes to the 2025 Code. The page says it replaces the version dated 5 October 2021.
- Paragraph 175: any help depends on the customer's individual circumstances.
- If the National Credit Code hardship provisions apply, paragraph 181 says the bank will tell the customer about them. Those Code provisions were not opened.
Method: how the Green, Yellow and Red levels are decided. This is guidance for planning, not legal advice.
Official form
Open the official form. Always use the current version from the issuer.
Read the full text
The full text is available after you log in. It is free. When you log in you can:
- read the whole precedent, with its drafting notes beside it;
- copy it, or download it as a Word file or Markdown;
- add it to your firm’s knowledge base, so colleagues can find it;
- let the AI tools you connect read it from that knowledge base.
The summary, the law it rests on and the AI-use guidance above stay public. Privacy.
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