FAQs

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.

Your account has been legally sold to Pioneer and cannot be returned to your original credit provider, except in very select circumstances. We aim to uphold the standards of our sale partners and work with you to find a solution that’s right for you.

No, we do not issue loans.

You can make a payment towards your account via our customer portal or by contacting us. Payment types include direct debit payments using your BSB and account number, which you can set up via phone call, email or through our customer portal. You can also make credit card payments (Visa and Mastercard) through our customer portal.

Yes. If you have the funds available, you can finalise your account immediately or schedule payment for the future. You can make an online payment via our customer portal, or contact us to organise another method of payment. Once your account has been finalised (paid in full), the account will be updated to ‘Paid’. This process is completed by the credit reporting bureaus and may take up to 30 days from the time of account finalisation.

Yes, you can! If you make a lump sum payment of 10% of the balance of your account and enter into a payment plan, we will freeze your interest at 0% for 6 months. If you make a payment of 20% of the balance and enter a payment plan, we will freeze your interest for 12 months. Visit our customer portal or contact our team for more information.

Yes, we can help you to set up a payment plan that works best for you. These payment plans allow you to choose the amount and frequency of payments to be made to settle your account over time. To find out more, contact our team today.

Pioneer has a dedicated hardship program for our customers who are currently experiencing financial difficulty. Apply for a hardship arrangement by filling out this form and emailing finhardship@pioneercredit.com.au.

At Pioneer, we’re here to help you resolve your accounts in the most achievable and stress-free way. To do this, we need to communicate with you so that we can understand your specific needs. Contacting us directly will also help to minimise any interest that may be accruing on your account, and will also avoid any potential escalation being taken against your account. We will attempt to contact you directly, however if we are unsuccessful we may reach out to other people to help get in touch.

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.

Yes, we are happy to communicate with you in the manner you prefer. If you’d prefer to correspond via email, we’ll make sure to accommodate this. Before we get started, we’ll need to have a quick discussion with you to confirm your identity, to ensure your privacy is protected. You can also self-manage your account online through our customer portal.

We will always do our best to contact you directly. However, if we don’t hear from you, we may reach out to other people who can help us get in touch. This is permitted under the debt collection guidelines. Please be aware that we are not allowed to, nor will we divulge any of your personal or account information at any time. If you maintain contact with us (or maintain a payment plan), we won’t reach out to other people in order to pass on a message to you.

We use your information to allow us to assist with your account and for record-keeping purposes. This information helps us to support you with tailored solutions to suit your specific needs. We only legally and ethically collect personal information where it is reasonably necessary to do so in connection with the services we provide. From time-to-time, we may share your information with our trusted partners, such as credit reporting bureaus and your previous credit provider. For further information, please visit your privacy.

For privacy reasons, it’s important that we’re able to correctly identify you and establish if the account we have is yours. If your contact details are complete and up to date, we are in the best position to promptly discuss your situation and assist you.

Pioneer’s customer portal allows you to manage your account online. Visit the portal to find out more.

Within the Pioneer portal, you’ll have everything you need to self-manage your account. You will be able to:

• check your balance
• calculate how much you can afford to repay
• set up monthly repayments
• make payments
• view exclusive offers.

To get started, simply enter the account number that was communicated to you via email, SMS or letter. 

We’re here to help, so please contact us if you have any issues. 

Login issues can occur for several reasons. The most common issue is authentication, if the information we have on file for you doesn’t match your current circumstances. However, there are some other small instances that may prevent you from accessing the portal. These include:

• Your location – You will be unable to log in from overseas, or if your account originates from overseas (e.g. New Zealand). 
• Closed accounts – If your account has been closed for any reason, it will appear as ‘Paid’ in the portal. This can cause issues if you’re in hardship, so please get in touch if you are unable to access your account. 

If any of the above apply to you, don’t worry – we’re here to help. Simply reach out to our friendly team and we can sort things out for you. 

Your payment could be unsuccessful for a few reasons, such as entering a number incorrectly or having insufficient funds in your bank account. If you’re sure that you entered the correct details and have sufficient funds in your account, yet are still unable to make a payment online, you can always do so over the phone.

We accept Mastercard and Visa for all online payments. You can also set up regular direct debit payments through our customer portal using your BSB and account number. For more information about our payment options, please speak to our friendly team today.

A default notice may be issued by your credit provider if your account has been overdue for more than 60 days. By sending a default notice, your credit provider may commence legal action after 30 days. If you receive a default notice, it’s important to read it through carefully. Call a Pioneer Customer Service Team Member on 1300 720 823, and we can help you set up a payment solution that works for you. Please note that any defaults will remain on your credit file for five years, even when the account is paid.

We understand having your account reassigned to Pioneer may be a confusing and stressful process. The impact to your credit file (and score) will differ depending on whether a default has previously been listed for your account. If you have a default listed by your original credit provider, this must be transferred to Pioneer.

Either contact us or log in to our customer portal to set up a payment arrangement or make a one-off payment. Once your account has been finalised (paid in full), the account will be updated to ‘Paid’. The process of updating of your credit file is completed by the credit reporting agencies. It may then take up to 30 days for Pioneer to update your information.

If you’re unsure of whether you have a default listing on your credit file, you can request a free copy of your credit file from one of the Australian credit reporting agencies including Illion, Equifax and Experian. You will need to provide some basic identification information.

It is possible that legal proceedings could occur to recover an unpaid debt, however this is viewed by Pioneer as a last resort. Our aim is always to work with you to find a solution that suits your situation.

Yes, Pioneer has a dedicated hardship program for our customers who are currently experiencing financial difficulty. If you are in hardship, please fill out a hardship request form and our team will assess the application. If you meet the criteria, we will place you on a formal hardship arrangement.

Pioneer is committed to supporting our customers, particularly those in vulnerable situations including survivors of family or domestic violence, financial abuse, elder abuse, those living with serious illnesses or impairments. If you are experiencing any of these situations, Pioneer is here to help and have a dedicated Care team to support you. If you’d like more information about available support services, we’ve put together a list on our support hub page.

Of course. You are welcome to have a third party act on your behalf, including a Financial Counsellor, friend or relative. To do so, please complete a third party authority form and we will then speak with your authorised representative directly. Financial Counsellors can be of great benefit to if you’re in a difficult financial situation.

Australian Death Notification Service is a secure online platform which allows you to notify multiple organisations of a death. You can also contact us directly on 1300 720 823 or submit documentation via email at customersupport@pioneercredit.com.au

To verify your identity and authority, we require the following documents: 

• A certified copy of the death certificate
• Proof of your appointment as the estate's representative

Once verification is completed, we can assist in cancelling or managing recurring payments linked to a customer's account over the phone 1300 720 823 or via email at customersupport@pioneercredit.com.au