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Hardship support

If you’re a Bank Australia customer experiencing financial difficulty, we can help you figure out what to do.

What’s on this page

Ways we could help

You could have a loan or credit card with us and you’re struggling to make repayments. We’re here for you, no judgement, and will treat your request with confidentiality and respect. 

When you apply for hardship assistance, we may be able to help find ways to ease the pressure. 

For example:

  • Lower repayments and extend the term of your loan
  • Pause repayments until you’re able to pay them again 

Reasons people ask for help

Illness

Loss of a job

Relationship break down

Death in the family

Natural disaster

COVID-19 

And many more


When to ask for help
If you think you need help, tell us straight away. That way we can help you make a plan to get things moving in a more manageable direction. 

How to ask for help

Your first step is to apply for hardship assistance so we can better understand your situation. You can do this in person by:


Or, you can fill out our hardship assistance form and email or send it back – our details are on the last page. The form will ask you about:

  • Employment and income
  • Financial details like assets, liabilities and expenses
  • Why you want to apply for for support

What happens next?

Once we hear from you, we will get back to you within 21 days. We’ll either approve/decline your request or ask to see some supporting documentation. 

Consider independent financial advice

Everyone deserves to feel on top of their money, and independent advice about your personal financial situation is a useful place to start.

Financial counsellors are non-judgmental, qualified professionals who provide information, support and advocacy to people in financial difficulty.

Some of the ways financial counsellors can help:

  • Advocate and negotiate with creditors or other organisations on your behalf
  • Help you prioritise debts
  • Understand other factors affecting your situation and provide relevant
  • referrals
  • Help you develop a money plan
  • Explain the debt recovery process and help you take appropriate action
  • Provide useful information about your rights
  • Identify if you need referral for legal advice or other services


Free, independent financial counselling

National Debt Help (ndh.org.au) or by calling 1800 007 007.

Small Business Debt Helpline (sbdh.org.au) email: infor@sbdh.org.au or by calling 1800 413 828.

More links and information

Bank Australia subscribe to the Code of Operation that has been endorsed by the Australian Banking Association (ABA) and the Customer Owned Banking Association (COBA). The code is aimed to safeguard sufficient income of customers in receipt of Services Australia support payments or Department of Veterans Affairs’ payments in the event an account becomes overdrawn. We recognise that customers who receive such payments are entitled to retain at least 90% of their payment should their account become overdrawn.  We encourage customers who may be experiencing financial hardship to contact our Customer Support Team on 132 888 or customersupport@bankaust.com.au.

How to contact us

Send us a secure message in the app or internet banking


Or call us