Financial Hardship

If you're facing financial difficulty, we may be able to help.

Financial Hardship Assistance

We are here to help. 

We understand that members may experience financial hardship arising from many causes including the COVID-19 pandemic and associated lockdowns. If you are concerned about your financial position we can assist you.

There are a number of things we may be able to do. For members with Home and Personal Loans this may include; 

  • Pausing your home loan or personal loan repayments for up to 3 months. You can re-start payments earlier if circumstances change during that time. 
  • Reducing loan repayments to an amount more manageable, for example, interest only repayments. 
  • If redraw is available on your loan you may be able to redraw on any accelerated payments you have made online. Please refer to your loan contract for terms and conditions related to accessing redraw from your loan. 
  • If you are currently paying above the minimum required repayment amount, we can reduce your repayment amount.

If you have other products with us we may still be able to help you better access your funds such as by waiving applicable fees and charges.

We encourage members who may be facing difficulties to contact us on 1800 855 810 as soon as possible so that we can best assist you and provide you certainty. Our call centre operates between 8am-6pm Monday to Friday and between 9am and noon on Saturdays.

If payments fall into arrears without prior notice your credit history may be impacted. If you notify us in advance your credit history will not be impacted. Making suitable adjustments now may reduce the impact of hardship later.

Please note that adjustments to your home loan, personal loan, credit card and savings are subject to terms and conditions and lending criteria.

Other help available

The financial contribution made to the household expenses made by you or a family member may be changing due to reduced hours of work, being stood down or business closures.

For some the impact may only be temporary but others may have no idea when there will be a return to stable income.

The Australian Government has put some protections in place such as payments to impacted individuals, please visit the Australian Government website to find out more about initiative such as the COVID-19 Disaster payment and whether you may qualify.

The NSW Government has also put in place some support measures including Pandemic Leave Disaster payment for more information click here.

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