We have set up the following FAQ links to ensure we can efficiently allocate service requests within our team and process your requests as quickly and efficiently as possible.

The FAQs provide links to forms that will capture your service request and allow our offshore team to process it in a timely manner.

• We wish to cancel a plan - Plan Cancellation Form

• We have taken a payment directly from a Student - Payment Notification Form

• We have a student who wants to apply for Payment Assistance (Hardship Arrangements) - Payment Assistance Form

If you wish to cancel a Payment Plan Agreement for any reason, please complete the Plan Cancellation Form.

Yes, although it's important you tell us about is so that we can keep the students payment plan record up to date. If we don't know they have made a direct payment the plan will likely fall into arrears, and we will be following up directly with the student.

Notification of payments can be done via our Payment Notification Form.

If a student has provided you with updated direct debit details, we will need to send them out a new Direct Debit Authority form so that we can validly take payments from the new account.

Please enter the details provided into the linked Update DDR Form. Once submitted we will issue the student with an updated DDR form to sign.

Up to date contact details will give us the best chance of successfully following up on any missed payments.

If a student has provided you with updated contact details, please complete the Update Details form and we update our records.

If you can't find an answer to your query in the above FAQ links then please email submit your request via the following form and our support team will review it and get back to you as soon as they can.

If you need to reach us via email please use partners@studentpay.com.au to ensure we know the request is coming from and Education Provider (not a student) and can allocate it appropriately.

We understand that your students' circumstances can change and they may find it difficult to maintain repayments for periods throughout their payment plan.

If you have a student experiencing challenges with their repayments due to a change of circumstance, please advise them to visit our Payment Assistance page for further information and to submit a request for assistance.

If you have been asked by the student to complete the Payment Assistance Request on their behalf you can do this via the EP Payment Assistance Request form.