Received an unexpected notice from us?
There are times in life when unexpected events make it difficult to keep up with financial commitments. When this happens, your original credit provider may sell your account to Pioneer so that we can work with you to find a supportive and practical way forward.
If you receive a letter, email, or SMS from us, it means we are here to help you. Our purpose is to help you understand your options and make the process as straightforward as possible.
We know that everyone’s situation is different. That is why we take the time to listen and work with you to develop a solution that fits your circumstances, whether that means setting up a manageable repayment plan, taking a short term pause, or exploring other flexible approaches.
Our aim is to reduce stress and help you regain confidence in your financial future. With the right support and a clear plan in place, you can begin moving toward financial freedom.
Your questions answered
Your credit provider (bank, financial institution or utility provider) has assigned your account to Pioneer due to unresolved debt. We understand things happen in life that can make it hard to keep up with repayments. We’re here to help you get back on track by offering flexible solutions that are right for you. That way, you can put an end to debt stress.
We understand that it can feel overwhelming to be contacted by our Pioneer team, but we really mean it when we say we’re here to help. The best thing you can do is to connect with our team so that we can work with you to find the right solution. We offer multiple ways for you to get in touch with us, so you can choose the method that works best for you. You can call us, email us, set up a live chat, or self-manage your account through our customer portal. For more information, visit how we help.
We understand that having your account moved to Pioneer can feel confusing and stressful. Your credit file (and score) may be affected by factors such as how your account is listed, your credit relationships, and whether a default has already been recorded on your account. To get a copy of your credit file and learn more about how credit works, visit CreditSmart.org.au.
Who we are
For more than 17 years, we have been driven by a strong purpose - to put an end to debt stress. Pioneer is an Australian-based business working with major banks and other financial institutions to support customers experiencing financial difficulty by treating every customer with dignity, and providing clear, achievable pathways out of debt.
We prioritise doing the right thing for our customers, providing a service experience that is respectful and supportive. Our tailored solutions are designed to meet each customers’ financial capacity while reflecting our promise to act with genuine care.
Our goal is to reduce stress, help you regain control of your financial wellbeing, and work with you towards achieving financial freedom.
Our focus is your financial freedom
Customer careWe take the time to listen, with genuine care and support you can count on.
Flexible solutionsWe tailor our approach to help you pay back your debt in a way that suits you.
Transparent & honestWe do what’s right, with a dedication to uphold ethical Australian compliance standards.
We’re helping 210k+ customers get back on track
Unexpected events can happen to anyone. We are here to help you get back on your feet, supporting you with tailored solutions that are based on your needs and circumstances.
We provide a range of options to ease financial pressure, including temporary payment reductions, short payment pauses, and longer term arrangements. We take the time to understand your situation and work with you to create a plan that feels manageable.
We also support customers who may be experiencing vulnerable circumstances, such as health challenges, family or domestic violence, cognitive difficulties, or financial abuse. If you let us know you need extra support, we will respond with care, flexibility, and understanding. We can adjust how we communicate, offer more time to make decisions, and connect you with external services if needed.
Our goal is to reduce stress and help you regain control of your financial wellbeing. You do not have to manage this alone. Our team is here to listen and support you every step of the way.
Community impact
We’re big believers in giving back, from championing community projects and causes, to supporting those experiencing financial stress.
Our contribution