Financial Difficulty

If you’re dealing with the impact of the bushfires, there are practical ways your bank can help

Australian banks have hardship teams ready to assist you with your financial arrangements, depending on your circumstances.

Assistance could include:

  • deferring loan payments,
  • waiving fees and charges,
  • helping with debt consolidation,
  • waiving penalties for early withdrawal of a term deposit or
  • deferring upcoming credit card payments and increasing emergency limits

Contact details if you’re doing it tough

Find your bank’ s financial hardship teams on the web or on the phone below.
A downloadable list is also available here.

BankLATEST: Bushfire News Phone NumberWebsite
AMPMedia Release 1300 130 191 Experiencing financial hardship
ANZMedia Release1800 252 845 Customer Connect
Arab Bank1800 64 64 84 Hardship Assistance
Bank AustraliaMedia Release132 888 Contact Us
Bank of SydneyMedia Release 13 95 00Financial Hardship
BOQMedia Release 1800 079 866 Financial Hardship Assistance
BankSAMedia Release 1800 679 461BankSA Assist
BankwestMedia Release 1300 769 173Experiencing financial hardship
Bendigo and Adelaide BankMedia Release 1300 652 146Financial difficulty assistance
Citibank Media Release 1800 722 879 Hardship assistance
Commonwealth Bank Media Release 1300 720 814Emergency assistance
HSBCMedia Release 1300 555 988Financial difficulty
ING1300 349 166 Financial Hardship
Macquarie Bank 1300 363 330Financial Hardship
ME Bank Media Release1300 500 520ME Bank financial hardship
MyState 13 800 1 MyState financial hardship
NABMedia Release 1800 701 599 Financial Hardship
RabobankMedia Release 1800 025 484Financial Hardship
Rural Bank 1800 660 115 Financial Hardship
St. George Bank Media Release 1800 629 795 St. George Assist
Suncorp Bank Media Release 1800 225 223 Suncorp Customer Assist
WestpacMedia Release 1800 067 497Westpac Assist

Ring 1800 560 685

Or visit the FPA website to access support.
Impacted Australians will be matched with a financial planner.

Types of Financial Advice could include:

  • accessing Centrelink payments and other government benefits
  • considering claims on any of your existing assets or personal insurance
  • debt management
  • accessing superannuation (and/or accessing insurances within superannuation)
  • options for your existing investments and superannuation
  • replacing lost income
  • rebuilding financially and getting your future plans back on track
  • estate planning

The Financial Planning Pro Bono Program is a joint initiative of the Financial Planning Association of Australia (FPA) and the Association of Financial Advisers (AFA).

Eligibility criteria includes:

  • you or an immediate family have been seriously injured
  • your immediate family member has died
  • your principal place of residence has been destroyed or seriously damaged; or
  • you operate a small business which has suffered serious damage to its premises, plant and/or equipment.

Financial hardship

How your bank can help if you’re having money troubles

Banks want to help their customers, especially if they’re experiencing financial difficulties. Depending on your circumstances, banks may be able to assist in a variety of ways.
Download the fact sheet

What is financial hardship?

Financial hardship occurs when you’re unable to meet your existing financial obligations for a period of time. It may be caused by a number of factors, such as unforeseen weather events, a major change in your circumstances, such as illness or injury, or a change in employment.

What can your bank do?

If you find yourself experiencing financial difficulties, you should talk to your bank. The earlier you let them know that you’re experiencing financial difficulties, the more options that may be available to help you.

What are some hardship assistance options?

Hardship arrangements cover the time between when your circumstances change and when you can start repaying your debts in full or varied as agreed. In most cases, people just need some temporary help to get them through the tough times.

The arrangements available will depend entirely on your personal circumstances and financial situation. But some measures may include:

  • deferring or reducing loan repayments
  • restructuring and consolidating loans
  • altering loan repayments to interest-only
  • changing limits on lines of credit (e.g. credit card)
  • waiving certain fees and charges
  • waiving penalties for early withdrawal of a term deposit
  • freezing loans in exceptional circumstances, such as after an emergency event or natural disaster
  • providing a moratorium on collections action
  • providing alternative banking arrangements.

When considering the type of assistance that might be appropriate, banks will assess the situation on a case-by-case basis and consider your specific circumstances.

You can also phone the National Debt Helpline on 1800 007 007 or visit the National Debt Helpline website.

What can you do?

Take a close look at your income and expenses so you understand how much you can afford to repay on your loans.
You should also contact your other creditors, including your gas, electricity and phone or Internet service provider, to discuss your situation.

If you’d like your bank to help, you should call or email them and let them know your current circumstances and that you would like to be given some hardship assistance.
When you call your bank, ask to speak to the “financial hardship team”.

Remember: It’s important to be open and honest about your personal circumstances and financial situation so your bank can determine if, and how, it can help you. Make sure you only offer to pay what you can afford after you’ve considered your overall living expenses.

Your bank may ask you for some information to help assess your financial situation. This allows your bank to understand your circumstances and lets you explain how things have changed and whether you expect them to improve in the future.

The type of information your bank will need could include: evidence of your financial position (income, expenses, assets and liabilities), evidence of employment and income and evidence of any medical circumstances.

If your bank offers a hardship arrangement and you accept, you’ll need to make sure you meet your side of the agreement. The bank will provide you with details of the arrangement and, if applicable, a new repayment plan.

If you can’t meet the terms of the new repayment plan, you should contact your bank as soon as possible and discuss the situation. Keep a record of all discussions with your bank.

What are your rights?

There are three key frameworks that govern how banks can provide hardship assistance to their customers:

1. The National Credit Code (schedule to the National Consumer Credit Protection Act 2009)
2. The Code of Banking Practice
3. The Australian Government’s hardship principles.

Where to go for more information

ASIC’s ‘MoneySmart’ website provides information and tools to help you make the most of your money. See www.moneysmart.gov.au.

If you wish to seek advice from a professional financial counsellor about your options contact Financial Counselling Australia’s www.financialcounsellingaustralia.org.au or phone toll-free on 1800 007 007. Financial Counselling Australia coordinates the National Debt Helpline (NDH), which consists of a national phone service operating under the 1800 007 007 number and is complemented by the National Debt Helpline website.

Rural Financial Counselling Services (RFCS)

Talk to a rural financial counsellor. It is a free service. Call 1800 686 175 – they will refer you to your nearest Rural Financial Counselling office. The RFCS website can be found here.

Australian Financial Complaints Authority

If you’re not satisfied with the support your bank has provided, you’ve got the right to lodge a complaint with your bank and with the Australian Financial Complaints Authority (AFCA), www.afca.org.au or phone toll-free on 1800 931 678.

AFCA is an independent complaints scheme that is free. It generally won’t deal with your dispute unless you’ve first given the bank the chance to resolve things.