Banks strengthen support for customers facing financial difficulty

The Australian Banking Association (ABA) has released an updated industry guideline setting out best practice for banks when assisting customers experiencing financial difficulty.

The updated guideline reflects the industry’s ongoing commitment to support customers when they need it most.

ABA CEO Anna Bligh said this guideline builds on the existing obligations as well as the Banking Code of Practice.

“When people are doing it tough, the last thing they need is a complicated or stressful process to get help,” Ms Bligh said.

“This guideline is about making it easier for customers to reach out and know they’ll be treated with care and compassion.

“Banks are making it a priority to spot the warning signs early, have better conversations with customers, and offer practical, tailored support that works for each person’s situation.

“We want every customer to know, if you’re struggling, your bank is ready to help, you don’t have to tough it out on your own.”

View the Industry guideline: Banks’ financial difficulty programs: https://www.ausbanking.org.au/wp-content/uploads/2025/06/ABA-Financial-Difficulty-Guideline-FA-Accessible.pdf

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