---
title: "Financial difficulty working record"
url: "https://ailawframework.com/precedents/banking-and-finance/financial-difficulty-working-record"
type: "precedent"
site: "AI Law Framework"
id: "a3-financial-difficulty-working-record"
area_id: "A3"
kind: "form"
ai_level: "yellow"
version: 1
task_ids: ["A3-T20261018-38"]
law_stated_as_at: "2026-10-22"
---

# 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.

Canonical page: https://ailawframework.com/precedents/banking-and-finance/financial-difficulty-working-record  
Law stated as at: 2026-10-22

Site index for agents: https://ailawframework.com/llms.txt

## Key facts

- Kind: Form. A form to complete, or a guide to completing an official one.
- Practice area: [Banking & Finance](https://ailawframework.com/precedents/banking-and-finance.md)
- Jurisdictions: Australia
- AI level: Yellow. You and the tool draft together, with you directing. You check every statement you rely on.
- Law stated as at: 2026-10-22
- Status: Maintained. Checked on 2026-10-22 against the authority it cites, for Australia.

## 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

- [Diarise and acknowledge a borrower's hardship notice](https://ailawframework.com/practice/banking-and-finance/diarise-and-acknowledge-a-borrower-s-hardship-notice.md)

## 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.

## Authorities

- [Australian Banking Association, Banking Code of Practice (2025), paragraphs 169 to 185 and 199](https://www.ausbanking.org.au/banking-code/)

## Official form

[Official form](https://www.ausbanking.org.au/banking-code/)

## Full text and drafting notes

The full text and the drafting notes are not part of this public page. Signed-in firm accounts can read them at https://ailawframework.com/precedents/banking-and-finance/financial-difficulty-working-record and through the signed-in MCP connector https://ailawframework.com/mcp/firm.

*Practice guidance for planning and review. Confirm current primary sources and the requirements of the actual matter. This is general information, not legal advice.*