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Financial Difficulty Assistance


We understand there may be times when your personal circumstances change. Perhaps you've lost your job, suffered an illness or injury or have been impacted by a natural disaster. If, as a result, you can't afford the minimum repayment on your loan or credit card, and you would like us to consider if we can provide you with financial difficulty assistance, please contact us immediately. In many instances a temporary arrangement can be made quickly and efficiently over the phone. Alternatively we may need to complete a more detailed assessment of your personal and financial circumstances to identify how we may be able to help you.

1. How to apply

If you think you are, or may be, unable to meet your debt obligations please contact us as soon as possible.

Depending on your situation we may be able to enter into a temporary arrangement quickly and efficiently over the phone.

Alternatively we may require further information and documentation to help us understand your financial position and determine whether assistance is appropriate.

The bank may require:

  • A statement of financial position to be completed summarising your current income, expenditure, assets and liabilities
  • Employment contract and/or payslips
  • Account statements
  • Centrelink statement and/or social security payment details
  • Medical certificate from a qualified medical practitioner
  • Employment separation statement
  • Contract of sale /sales agreement
  • Other documents which support your request

After you have provided us with all the requested information necessary to review your financial situation we will provide you with a decision within 21 days.

2. Relief that may be available

The options available will depend on your personal circumstances and financial situation. Some of these include:

  • Tailoring a payment arrangement
  • Deferring or reducing loan repayments for a defined period of time
  • Extending the loan term
  • Capitalising loan arrears

3. We will assess each application for financial difficulty assistance

If you apply for financial difficulty assistance we will assess you application on a number of factors depending on your specific circumstances. These factors include:

  • the cause of your financial hardship
  • Your current financial position
  • How you can meet the commitments under any proposed arrangement
  • Whether your current financial hardship can be resolved and your financial position restored to meet your future obligations
  • Whether deferring your obligations may cause your financial situation to deteriorate in future

4. We will confirm any arrangement with you

We will confirm the details with you verbally and/or in writing.

You must ensure that you meet the terms of the arrangement or the arrangement may be terminated.

If you find you are unable to meet the terms of the arrangement, you should contact us as soon as possible to discuss your situation.

5. If we are unable to accept your application

There are circumstances were we will be unable to provide financial difficulty assistance. We will provide you with reasons for our decision in writing and we will discuss the next steps we will take and any other options that may be available to you.

6. If you are not satisfied with the outcome of the assessment

You can lodge a complaint if you are not satisfied with the outcome of our assessment.

To find out how you can lodge a complaint, please refer to our Guide for Customers Lodging a Complaints that is available from our Retail Branches or on our website at