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 getting support is important – and we’re here to help.

Coronavirus support

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

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See coronavirus support

Support wherever you need it

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

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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 impact cashflow. 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's 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.

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.

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.
We’re available:​ 6am - 6pm AWST Monday to Friday​

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

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.

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.