Establishing a new global standard of care for customers experiencing financial difficulty, hardship and vulnerability.
Improving financial difficulty outcomes at scale requires context, consistency, and a system-wide perspective.
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When organisations understand their performance and how to improve it, customers experience clearer pathways, more effective support and better outcomes.
When organisations understand their performance and how to improve it, customers experience clearer pathways, more effective support and better outcomes.
Insights and Intelligence
A New Standard in Financial Difficulty Intelligence
The Financial Hardship Support Standard establishes the first multi-jurisdictional intelligence layer dedicated to financial difficulty, hardship and vulnerability, transforming fragmented institutional data into comparable, decision-grade insight.
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Through internal trend analysis, peer benchmarking, and macroeconomic correlation, the Standard enables institutions to understand what is happening, how performance compares, and what is driving it.
Insights and Intelligence
Simple onboarding, scalable participation
The Standard is designed to integrate with existing institutional data environments and deliver value from day one.
Data Contribution
Institutions submit a defined dataset aligned to their current reporting capability. Participation does not require complete data maturity at the outset.
Metric Standardisation
Data is structured against a best-practice metric framework, ensuring consistency and comparability across institutions and jurisdictions.
Intelligence Generation
Outputs are delivered across three intelligence layers:
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Absolute performance, how the institution is performing over time
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Relative performance, how performance compares to an anonymised peer cohort
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Contextual intelligence, how metric movements relate to macroeconomic and cost-of-living drivers
Insights and Intelligence
A complete view of customer care performance
The Standard measures how effectively organisations support customers before, during and after financial assistance is provided. It comprises two main data indices to provide an end-to-end view on service quality and outcomes.
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Hardship Support Index (HSI) - assesses the customer experience following a request for support.
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Hardship Accessibility Index (HAI) - assesses the quality of the customer experience during initial engagement.
Together these indices provide a robust measure of whether customers are genuinely better off.
The Financial Hardship Support Standard
The HAI and HSI combine to create an end-to-end picture of the quality and efficacy of hardship and vulnerability support.
HAI
Hardship Accessibility Index
Can customers easily find, understand and access support?
Focus areas:
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Visibility
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Navigation
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Clarity
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Communication
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Vulnerable customer pathways
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Independent support visibility
HSI
Hardship Support Index
Once a customer engages, how effectively are they supported?
Focus areas:
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Volume & timelines
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Customer outcomes
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Customer experience
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Vulnerable customers
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Extensions, analytical and predictive models
Insights and Intelligence
Comprehensive reporting
Participating organisations receive comprehensive regular reporting around customer care performance, emerging trends and future signals.
Insights include:
Trend analysis
Trend analysis to understand how performance changes over time
Peer benchmarking
Peer benchmarking to provide comparative market context
Cross-jurisdiction comparison
Cross-jurisdiction comparison to identify broader patterns and leading practice
performance drivers and emerging themes
Visibility of performance drivers and emerging themes
predictive insight capabilities
Access to predictive insight capabilities and future signals
Insights and Intelligence
What this enables
The Standard translates data into decision-grade intelligence across all levels of the organisation.
Operational Leaders
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Identify emerging pressure points earlier
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Monitor intervention effectiveness over time
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Allocate resources based on evidence
Executive Leaders
Establish a clear view of performance and trajectory
Understand drivers of change across customer and operational metrics
Prioritise investment and strategic focus areas with confidence
Boards
Access defensible evidence of effectiveness and sustainability
Understand comparative performance across the market
Gain visibility of emerging risks and systemic trends
Insights and Intelligence