Support when you need it

We understand that managing finances can be tough at times. Whether you're dealing with unexpected life events such as unemployment, reduced income, relationship breakdown, domestic violence, natural disaster, illness, or injury, or you simply require temporary support, don't hesitate to reach out to us. We're committed to helping you navigate through these difficult times


How can we help?

Have unexpected expenses caused you to miss a payment or mean you’re unable to meet an upcoming payment? Reach out to us as soon as possible so we can discuss alternative options.

Customer Care contact centre:
Telephone: 1800 111 001

If a change to your financial circumstances have made it difficult to keep up with payments, please reach out to our dedicated Financial Assistance team. We're here to provide assistance tailored to your needs.

Financial Assistance contact centre:
Telephone: 1800 111 001

Note that if you have redraw available, our policy is that these funds must be put towards your repayments before you can be eligible for financial hardship assistance.*

*Please note that financial assistance policies may vary for loans funded by our wholesale funding partners.


How to apply?

To enable us to assist you, we need some information about your current situation. Please complete and return the Statement of Financial Position form, including details of your requested arrangement. Download the form here.

In addition, would you please provide the following information:
  • Evidence of your current income e.g. recent payslips (PAYG), recent BAS (self-employed) or Centrelink statements;
  • Three months of your most recent transaction account statements; and
  • Any other documentation to support your hardship application e.g. a medical certificate, outstanding invoices, separation certificate etc.

If you need help with completing the form, please do not hesitate to contact us at 1800 111 001.

You can send this information to us digitally or as hard copies:
  • Email to, or
  • Post to PO Box H284, Australia Square, NSW, 1215

Once your application has been submitted, one of our team members will be in touch to discuss a solution with you that best suits your situation.

We recommend that you make any payments you are able to while we consider your application.


Additional help

If you need additional help, there are financial counselling services available that are designed to support people who are in financial difficulty. These services are available in every state and territory, and provide a free, independent and confidential service. ASIC’s Money Smart provides more information on these services. See:


Dispute resolution

If you are dissatisfied with our response to your hardship application, you have the right to lodge a complaint by sending an email to Detailed instructions and alternative contact information can be found on our website under the ‘Public Complaints Policy’ section (

Alternatively, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). The AFCA scheme is a free service that provides you with an independent mechanism to resolve specific complaints. AFCA can be contacted:

By phone:1800 931 678 (free call)
Online at:

By letter: AFCA Service Complaints
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

You can find out more about how to lodge a complaint with AFCA and any time limits that may apply on AFCA's website at

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Scheduled system maintenance
Due to planned server maintenance, our “Online Application” form will not be available on Sunday 27th February between 2:00am and 6:00am AEDT.

We apologise for any inconvenience caused.
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