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The hardship call is never just about money. Behind the missed repayment there is a diagnosis, a redundancy, a separation, a gambling problem, a death in the family. Hardship advisors know this. They hear it every day. What they often do not have is a way to respond to it that keeps the customer safe,...
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The script ran out three sentences ago. A customer calls about a missed payment. Two minutes in, it is not about the payment. It is about the job they lost, the partner who left, the kids they cannot feed. They are shouting. Then they are crying. Then they say something that stops the room. Scripts...
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A code of practice used to be guidance. In NSW, it is now the benchmark. On 1 July 2026, section 26A of the Work Health and Safety Act 2011 (NSW) took effect. Approved codes of practice, including the code on managing psychosocial hazards at work, became legally enforceable compliance benchmarks. What that means in plain...
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State by state: what changed and when The national picture is harmonised, but the detail varies. New South Wales. From 1 July 2026, approved Codes of Practice in NSW became legally enforceable compliance benchmarks under section 26A of the WHS Act. The psychosocial code is now effectively the law in NSW, not just guidance. Victoria....
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Across finance, insurance, housing, healthcare, legal services and community support, many professionals working directly with clients are noticing that conversations about money are becoming increasingly complex, with financial problems deeply intertwined with emotional distress, hopelessness and deteriorating mental health. Cost-of-living pressures are not simply creating economic hardship. For many, they are also eroding stability, identity,...
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