Exceptional circumstances and documents which may support a request to withdraw funds

Exceptional Circumstances

Example

Evidence of hardship (supporting documents)

Online orders

Parent 1

  • Add child
  • Top up own wallet
  • Place orders for child
  • View own order history
  • View Parent 2 order history

Parent 2

  • Add child
  • Top up own wallet
  • Place orders for child
  • View own order history
  • View Parent 1 order history

Sudden and substantial medical expenses or significant health or medical problem​

Serious illness or injury leading to unexpected expenses or inability to work.​

  • Medical certificate or doctor’s letter confirming illness, injury, or the inability to work​
  • Hospital or aged care admission papers​
  • Documentation of ongoing medical expenses – invoices or receipts for treatments, medication or a letter confirming specialist care​

Over-the-counter purchases using student ID card

Parent 1

  • Link child’s student ID card 
  • Add daily spend limit for child 
  • Top up own wallet
  • View child’s order history 

Parent 2

  • Link child’s student ID card 
  • Add daily spend limit for child
  • EFT to Parent2 wallet
  • View child's order history

Death in the family​

Note – for death of an account holder please refer to Deceased Estates

Payment of funeral expenses for an immediate family member (spouse, child, parent, sibling)​.

  • Death certificate​ (certified copy)
  • Funeral invoice​ **
  • For reimbursements – Funeral invoice and confirmation of payment

Natural disaster

Expenses related to damage or relocation due to a natural disaster

  • Insurance claim documentation​
  • Government disaster relief application or receipt​
  • Photos or media evidence of property damage​
  • Other documents confirming primary residence is uninhabitable​

Litigation or other unforeseen legal expenses​

Payment of legal expenses or claims due to litigation, family court orders or significant spousal payments​

  • Family court orders​ (certified copy)
  • Legal invoices​
  • Court orders detailing payment​ (certified copy)

Other factors resulting in unforeseen change in the investor’s capacity to meet their payment obligations to third parties or to sustain their usual living conditions, whether through a reduction in income or through an increase in non-discretionary expenditure​

Relocation due to domestic violence or family breakdown​

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Mortgage or rent arrears​

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Significant and unexpected cost of living expenses such as utilities or motor vehicle repairs​

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Significant reduction in household income from redundancy or reduced income​

  • A statement or letter from a caseworker or support service​
  • Family court order​

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  • Eviction notices or rental statement confirming arrears​
  • Mortgage arrears notice or statement confirming arrears​

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  • Disconnection or arrears notices from utility provider​
  • Quote or repair invoice​

 

  • Centrelink income statement​
  • Employment separation certificate​
  • Letter from employer confirming reduced hours or redundancy

** Payment of funeral invoices will be made directly to the funeral home per the tax invoice details.