Financial hardship

We understand that sometimes, life can be tough. If you've had a change to your personal circumstances, you may find it hard to keep up with your repayments. Experiencing financial hardship is more common than you think, but it can be managed.

Getting assistance and support is important. We're here to help you manage your financial stress.

If you are looking for information relating to the options and assistance available due to the Coronavirus situation, please refer to our dedicated Coronavirus page for ways we may be able to help.

What is financial hardship?

Financial hardship is when you’re willing but unable to pay what you owe because of unexpected events or unforeseen changes that impacts cash flow. For example:

  • Changes to your income or expenditure expenses
  • A change to your employment status, such as job loss or reduced work hours
  • A significant life event, such as a relationship breakdown or death in the family
  • You become injured or sick
  • There is an emergency event or natural disaster.

If you’re experiencing any of these events, or other reasons for financial hardship, you’ll be expected to reasonably recover your financial position once appropriate arrangements are made.

Our COVID-19 support for home loans, personal loans and credit cards

If you’re a customer with a home loan, personal loan or personal credit card who needs support due to COVID-19, we’re here to help. We have a range of support options available that we can tailor to suit your individual needs.

To discuss your options, call us on 13 17 19, visit us in a branch, or message us in the Bankwest App or online banking.

Please note, we’re experiencing a higher than normal number of requests at this time, so there may be delays when dealing with your enquiry.

Support links

What will happen when you contact us

Contacting us should be your first step if you’re struggling to make your repayments due to unforeseen circumstances. Getting assistance as early as possible could take the pressure off and help you to manage your finances.

Your circumstances are unique and we assess each situation individually. Our Customer Assist team are dedicated to guiding you on the best approach for your current financial position. We offer appropriate solutions, such as payment plans, where possible.

Our approach

Everyone is affected differently. We work with you to determine the best approach for your situation. We may be able to assist you by:

  • reducing your payments for a period of time
  • extending your repayment arrangements
  • restructuring or consolidating your existing Bankwest debts.

Once you've applied for hardship assistance, we'll contact you within three business days. Please have the following information ready:

  • How your situation has changed
  • What income you are currently receiving
  • What your expenses are (bills, rent, mortgage, transport, food, insurance, etc)
  • How much you can currently afford to pay
  • How and when you expect your situation to change.

How do I apply for hardship assistance?

Payment solutions

If you're behind on your repayments and are unable to make them up in one go, our team can look into flexible options for your future payments. Please contact us on 1300 787 144 (international +61 8 9481 8115 option 3).

We are available Monday to Friday, 8:00am - 5:00pm and Saturdays 8:00am - 2:00pm AWST.

Customer assist

If you're unable to meet your minimum monthly repayments or require ongoing financial assistance, we're here to help.

For assistance, contact us on 1300 769 173 (international +61 8 9481 8115, option 1). We’re available Monday to Friday, 8:00am - 5:00pm AWST. You can also download and complete the Application for Hardship Assistance, then send it to us.

If you don’t want to deal with us directly, you can nominate a representative to act on your behalf. If the person is a family member or friend, you'll need to fill out a Third Party Request and send it to us.


Fax: 1300 552 839
Post: Customer Assist, Post Office Box E237, Perth, WA, 6841.


Experiencing financial hardship is tough, but you don’t need to go through it alone. Reach out to those who can support you, and take a look at all the resources available to help you.

Doing it tough?

The Australian Banking Association’s webpage Doing It Tough? has practical advice and guidance about managing your debts.

National Debt Helpline

If you're having problems with debt, your starting point should be the National Debt Helpline (NDH). Visit their website for simple step-by-step guides on how to manage debt. If you need more help, call them on 1800 007 007 to speak to a free, independent and confidential financial counsellor. You can also find a financial counsellor in your local area through their interactive map.  


The Australian Security and Investments Commission’s (ASIC) MoneySmart has tips and tools to help you make the most of your money.


beyondblue is a not-for-profit organisation that supports Australians suffering from depression, anxiety or other mental health issues. You can contact beyondblue on 1300 224 636.

Gambling Help Online

Gambling Help Online provides support for anyone affected by gambling. For free 24/7 help or advice, call 1800 858 858.


1800RESPECT is a professional telephone and online counselling service for people affected by sexual assault or domestic and family violence. Open 24/7, you can call 1800RESPECT on 1800 737 732.

We’re here to help

Need more help? Speak with someone from the team today.