If you’re not sure how to access your contingency funds, then you can call us at 1300 622 100. Otherwise, please send an email to [email protected] with the following details concerning your drawdown request:

• Your name
• Date of birth
• Address
• Amount you wish to drawdown

We review our support inquiries Monday-Friday, and will get back to you if we require any additional information to process.

If you need to change your account details such as contact info, power of attorney, marital status, occupancy, etc., then please do either of the following:

• Call us at 1300 622 100 to request the change to your account details
• Send an email outlining your requested account change to [email protected].

If you need to change the bank account associated with the allocation of our Household Loan, then you’ll need to call us and/or send an email to [email protected] providing the following:

• BSB and Account Number
• Copy of the first page or top of a bank statement which proves the account is in your name.

FIRST TIME USERS:

1. You will receive a loan settlement letter which has instructions on how to log into our portal, and this letter will also contain your required user number.
2. You can either go to our customer page and select Register OR select https://householdcapital.xchangeonline.com.au/site/#/register
   
3. Enter your user number from the settlement letter, email address, and date of birth. Note: If the information you enter doesn’t match our records you’ll encounter issues so please contact us at 1300 622 100, if needed.
4. You will be asked to identify you are not a robot and enter a ‘Captcha’ Code. Suggest you keep using the grey ‘Refresh’ button on the left of the numbers until there is one that is nice and clear to read and enter.
5. If entered correctly, you will get a PIN sent to your mobile number associated with your account when your loan was created. If it doesn’t match, then you will be unable to complete your registration.
6. Enter the PIN
7. Agree to the Terms and Conditions
8. Set up 3 security questions using the drop down option.
   • The first is your mother’s maiden name.
   • Then there need to be two more (unique) questions.
   • If you have problems at this stage, it is possibly a browser problem and you may need to try a different browser.
9. Select Save
10. Your password will be sent to your mobile.
11. Upon receiving the randomly generated 8 characters on your mobile you’ll need to log into your account for the first time by going to the customer portal.
    
12. Enter your user number and enter the random 8 characters generated password received on your mobile, and select Login.
13. You’re now logged into your account.

RETURNING USERS:

1. Go to our customer portal
   
2. Enter your user number and password, and select Login
3. You are now logged into your account.

You can change or manage your password in the 'manage' section of the customer portal. You must have already completed the First Time Registration process to be able to change/manage your password. To manage/change your password you do the following:

• Log onto the Customer Portal
• Click on ‘Manage’ in the top right hand side of the screen.
• Choose ‘Your Details’
• Choose ‘Edit’
• You will get sent a PIN to your linked mobile phone.
• Enter the PIN and choose ‘Authorise’ then ‘Change’
• Choose a new password with the following minimum requirements:
  • 1 upper case character
  • 1 lower case character
  • 1 symbol
  • 1 number
  • 8 characters or more

Once you’ve changed your password, the next time you log in you should go to the login screen found here, https://householdcapital.xchangeonline.com.au/site/#/login

To make a payment you will need to have internet or phone banking and to know your BPay details. To find your BPay details on the portal use the steps below. Otherwise you can call customer support who can give you these details over the phone.

• Go to our customer portal and login using your user number and password. If you’ve never registered for our customer portal, then please follow the first time registration FAQ.
  
• Go to the Account Details section and scroll down to the BPAY Details to find your BPAY details (Biller Code and Reference)
• Pay as much or as little as they like at anytime.

Note: Paying the loan balance down to $0 is not the same as discharging the loan.

If you pay your loan to $0 and don’t complete paperwork to discharge your loan, then we keep the account open if there are undrawn funds associated with your account.

Note: Interest is only charged to your account monthly. Please be aware that when you pay your loan to $0, accrued interest may still be charged to your account at a later date giving you a positive balance again.

Information on your account is available through our customer portal. If you are unable to access your account online, then you can also contact our customer service team by calling us at 1300 622 100

We need to be made aware of the following changes in your circumstances with regards to your loan status and repayment.

• When you sell your home you’ll need to repay your loan as part of the sale.
• When all borrowers or Nominated Occupants have passed away. The estate has 365 days to repay the loan.
• When all borrowers or Nominated Occupants leave the home to move into aged care we need to be informed. The loan will be reassessed every 2 years in this situation.

Call us at 1300 622 100 or send an email outline what you’d like to change to [email protected] so we can review feasibility depending upon your loan.

No. Sorry, but we don’t offer this option today.

If you sell the home, then the loan needs to be discharged as part of the sale.

To discharge your loan you’ll need to do one of the following:

• Download and complete the Authority to Payout and Discharge Mortgage form and send to [email protected]
• Call us at 1300 622 100 to inform us and request we send you a discharge form.

If you are going to leave the house vacant (no borrowers or nominated occupants) for more than 3 months, then you need to let us know.

If you intend to rent out your house for any period, including short term Airbnb you need to let us know by calling us at 1300 622 100 or by sending an email [email protected]

This depends on how much your initial loan was when your loan was first taken out, whether your property has gone up in value since then, and whether you have made any repayments on your loan.

Please contact customer support if you wish to discuss whether you can apply for more funds by calling 1300 622 100.