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. We’re here to help, and we could help you manage your credit card or loan repayments with a solution tailored to your situation.

If you need support due to the coronavirus, we’ve got specific solutions that could help with your home loan, personal loan or credit card. Call our Customer Assist team on 1300 769 173 or email

See how we can help when it comes to personal circumstances such as unexpected life changes, natural disasters, deceased estates and more.

What is financial hardship?

Most commonly, financial hardship is when you’re finding it difficult to make repayments on your debts when they’re due, often resulting from a change in your circumstances.

What can cause financial hardship?

When your circumstances change, this can have a serious impact on your financial situation – to the point where you start experiencing financial hardship. Events that could cause this include:

How do I apply for hardship assistance?

Our team is here to help. We’ve also got a bunch of other helpful resources below.

Customer Assist team

If you’re unable to meet your minimum monthly repayments or require ongoing financial assistance, we’re here to help. We can chat to you about ways to manage your credit card or loan repayments.

You can message us in the app or online banking – just ask for a Customer Assist Officer. We’re available via chat or phone 6am - 6pm AWST Monday to Friday.

In the app: From the home screen, tap ‘Contact us’ > ‘Message us now’.
In online banking: Click ‘Message us now’ on the right of the screen.
Phone: 1300 769 173 ? If you’re overseas, call +61 8 9481 8115 and choose option 1. Calls made overseas from landlines or mobile phones will be subject to international call rates.

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


Customer Assist managed and sensitive accounts team

If you’re a financial counsellor or are being represented by a financial counsellor or authorised representative, get in touch with our specialist team.

Phone: 1300 572 961 (option 3)
We’re available:​ 6am - 6pm AWST Monday to Friday​


You can also nominate a representative to act on your behalf and fill out a Third Party Request (PDF).

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 support 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.

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Our approach

Everyone is affected differently. We may be able to assist you by:

  • reducing your payments for a period of time
  • extending your repayment arrangements.

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.

Resources to help get you back on track

Support around the clock

  • beyondblue – a not-for-profit organisation that supports Australians suffering from depression, anxiety or other mental health issues
  • Gambling Help Online – provides free support for anyone affected by gambling
  • 1800RESPECT – a phone and online counselling service for people affected by sexual assault or domestic and family violence.

Guidance for your debts

  • National Debt Helpline – have simple guides on managing debt. You can also contact them directly or find a financial counsellor in your local area through their interactive map
  • Doing It Tough? – has practical advice and guidance about managing your debts
  • MoneySmart – tips and tools to help you make the most of your money.

Information on financial abuse

Our financial abuse hub covers tailored information to help anyone who has been impacted by financial abuse get back on their feet. This can help you or someone you know by:

  • Learning how to identify financial abuse
  • Providing key resources to help navigate the journey to financial independence, and
  • Finding out who to reach out to for help.

Other ways to seek support

Overwhelmed but not in hardship just yet?

Our Payment Solutions team can help

If you’re behind on your repayments and are unable to make them up in one go, our Payment Solutions team can look into flexible options for your future payments. You can get in touch with us on 1300 787 144. ? If you’re overseas, call +61 8 9481 8115 and choose option 3. Calls made overseas from landlines or mobile phones will be subject to international call rates.

We’re available Monday to Friday, 6am - 6pm and Saturdays 8am - 2pm AWST.

Helpful tools and guides

A guide to help older people avoid financial abuse, scams and fraud.

Types of scams and what to do if you encounter one.

We’re here to help

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

The advice on this page has been prepared without considering your objectives, financial situation or needs. You should, before acting on this advice, consider its appropriateness to your personal circumstances.