Experiencing financial hardship?

We understand that at times, life can be tough due to any number of reasons. If there has been a change in your personal circumstances, you may find that you are unable to maintain your repayment commitments. This could be through a sudden change, like unemployment, an accident or loss of a loved one, or it could be the result of a gradual change, like the weakening of your financial position.

Financial hardship can affect everyone differently and that’s why we promise we will work with you, to determine what assistance is appropriate for your situation.

Am I eligible for assistance?

Assistance may be required for cases of short term arrears, caused by a temporary change in your personal circumstances, to longer term financial hardship. Whichever the case, one of our teams may be able to assist you.

Payment Solutions

If you are behind in your repayments and unable to make them up in one go, our Payment Solutions team may be able to look at flexibility in when your payments are due, including an extension of your time to pay.

Customer Assist

If you are finding that you are unable to meet your minimum monthly repayments or require ongoing assistance due to a change in your situation, Customer Assist is here to help.

Hardship Assistance – Our approach

We are committed to working with you to help you overcome your financial hardship and will give genuine consideration to your situation. We also expect you to work with us in return and keep us updated if anything in your situation changes. This includes returning any calls or SMS when we have attempted to contact you.

We will discuss every customer’s situation on a case by case basis and some solutions we may be able to offer include:

  • Reduced payments for a period of time
  • Extended arrangements to repay
  • Restructure or consolidate existing Bankwest debts

Once we receive your application, we will attempt to contact you within 3 business days. Please be ready to provide details on your situation, including:

  • How your situation has changed
  • What income you are currently receiving
  • What your expenses are (e.g bills, utilities, transport, food, insurances, internet, entertainment)
  • How much you can currently afford to pay
  • How and when you expect your situation to change or improve

How do I get assistance?

Payment Solutions

Call us on 1300 787 144
(international +61 8 9481 8115 option 3).

We are available to help Monday to Friday, 8:00am to 5:00pm and Saturday 8:00am to 2:00pm WST.

Fax: 1300 769 041

Customer Assist

Call us on 1300 769 173
(international +61 8 9481 8115 option 1).

We are available to help Monday to Friday, 8:00am to 5:00pm WST.

Alternatively, you can download and complete an Application for Hardship Assistance (PDF, 266.029296875KB) , then send it to us by:


Fax: 1300 552 839


Post to:
Customer Assist
Post Office Box E237
Perth WA 6841




You may choose to deal with us directly, otherwise you may like to have a nominated representative act on your behalf. For more information, you can visit Financial Counselling Australia (FCA) or call 1800 007 007.

If you would like a friend or family member to act on your behalf, complete a Third Party Request (PDF, 94.216796875KB) and return it to any of the addresses above.

What other support is available?

Doing it tough : Practical advice and guidance about managing your debts – provided by the Australian Banking Association (ABA).

Financial Counselling Australia (FCA) : FCA’s role is to support the financial counselling profession. They also advocate on behalf of the clients of financial counsellors for a fairer marketplace that will prevent financial problems in the first place, as well as offering services for clients experiencing financial hardship. FCA can also be contacted on 1800 007 007.

Debt Self Help : Guides and tools to help you get back on track, as well as providing practical information when you are experiencing financial hardship – provided by FCA.

MoneySmart : For tips and tools to help you make the most of your money – provided by the Australian Securities and Investments Commission (ASIC).

beyondblue : A non-profit organisation that supports Australians suffering from depression, anxiety or other mental health issues. beyondblue can also be contacted on 1300 224 636.

Gambling Help Online : Gambling Help Online provides supports for anyone affected by gambling, for free 24/7. Gambling Help Online can also be contacted on 1800 858 858.

1800RESPECT : Professional telephone and online counselling service 24 hours-a-day, 7 days-a-week, for people affected by sexual assault or domestic and family violence. 1800RESPECT can also be contacted on 1800 737 732.

How can we help?

Need to speak to someone about financial hardship?


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© 2018 Copyright Bankwest, a division of Commonwealth Bank of Australia (Bankwest) ABN 48 123 123 124 AFSL / Australian credit licence 234945. All rights reserved. To use this Website, you are required to read the Financial Services Guide (which you agree to be provided by accessing the link). Bankwest is a division of Commonwealth Bank of Australia, which is the product issuer unless otherwise stated. Rates stated are subject to change without notice. Any advice given does not take into account your objectives, financial situation or needs so please consider whether it is appropriate for you. For deposit and payment products, please ensure you read and consider the Product Disclosure Statement (which you agree to be provided through this link) before making any decision about the product(s). For lending products, lending criteria and fees and charges apply. Terms and conditions apply and are available on request.