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Get step-by-step help: Financial Assistance Hub

For Customers

Help is available for customers of Australian banks

Credit Reporting

Credit reporting is now clearer and fairer, with better protections for a customer’s credit history.

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Easy Read Banking Guides

Find easy read banking guides. Click the pictures to download.

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Financial Difficulty

Find the phone numbers and websites for your bank’s financial hardship team and get practical help from your bank today.

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Financial Assistance Hub

A step-by-step guide out of financial difficulty. The Banking industry’s Financial assistance hub will give you clear and straightforward help.

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Scams

Australian banks: working to protect you. Use PayID to see who you’re paying, before you pay. Sign up now – it’s free.

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COVID-19 Support

Don’t tough it out on your own. Banks have many options to help customers impacted by COVID-19.

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Debt Management Firms

It’s not ok for some unscrupulous operators to rip people off when they’re most in need.

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Customer Advocates

Customer advocates help banks handle complaints better, improve customer experience, and minimise the likelihood of future problems.

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How to Make a Complaint

Under the Code of Banking Practice, your bank must have a procedure in place to deal with complaints. Your first move should be to contact your bank.

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Stories of recovery

Australian banks were able to offer assistance customers when they needed it the most.

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Credit Reporting

Credit reporting is now clearer and fairer, with better protections for a customer’s credit history.

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Least Cost Routing

When a customer makes a contactless transaction with a merchant using a dual network debit card, the payment can be routed via the least expensive option for the merchant: via Mastercard, Visa or EFTPOS.

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Audit Confirmation Request

Are you an auditor needing audit confirmation from an Australian bank? Get the contact methods and details of ABA members here.

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COVID-19 Support

Get help with loan deferrals, mortgage restructures, business recovery loans, credit card relief, landlord and tenant help and credit rating protection.

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Scams

Australian banks: working to protect you. Use PayID to see who you’re paying, before you pay. Sign up now – it’s free.

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Small Business Finance

Find out what banks look for in assessing small business loan applications, and get tips on making a business plan.

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The Banking Code

The Banking Code is a set of enforceable standards that customers, small businesses, and their guarantors can expect from Australian banks.

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Consumer Outcomes Group

A joint bank and consumer forum dedicated to improving customer outcomes in retail banking.

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Stories of recovery

Australian banks were able to offer assistance customers when they needed it the most.

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