Yousef vs the bank

Yousef calls the Centre seeking advice about a debt to a bank. The Centre provides some initial advice, and then initiates a 3-way call between the client, the Centre and the bank's hardship department. After the call, the Centre drafts a letter to the bank in Yousef's name, and emailed it to Yousef with details on how to submit the letter to the bank. This is recorded as one Legal Advice and one Legal Task.

Several weeks later Yousef calls again. The bank has rejected his offer of repayment of the debt, and has said they will seek payment of the debt in full. The Centre lodges an application on Yousef's behalf with AFCA, and provides advice about what Yousef needs to do. This is recorded as one Legal Advice and one Legal Task. The Centre explains that they do not have the resources to provide any further assistance, but that AFCA should explain how the process works from this point.

Yousef does not return to the Centre.