Bank of Melbourne Assist - a service for those facing financial hardship

Bank of Melbourne Assist is a team of specialists who will take the time to understand your situation, provide you with personal assistance and information to find the best possible way to help you control and manage your Bank of Melbourne loans and accounts, both now and in the future. This may include:

• Helping you find solutions if you have missed a monthly payment on your credit card
• Discuss possible ways to assist you if you are unable to make your contracted repayments on a home or personal loan
• Or some other alternative banking arrangements that may be better suited to your circumstances

If you are facing financial hardship in relation to your Bank of Melbourne accounts, please contact us on 1800 600 266, 8am to 7.30pm EST, Monday to Friday and 9.00am to 5.00pm EST, Saturday.

Financial counsellors 

If you would like to speak to a financial counsellor, please contact our Customer Relations team on 1800 600 266 or email customerrelations@bankofmelbourne.com.au and we can refer you to an independent financial counsellor from a not for profit organisation.

Code of Banking

Bank of Melbourne has undertaken to comply with the Code of Banking Practice, developed by the Australian Bankers Association. The result of an extensive review and consultation process, the Code aims to improve the banker/customer relationship through:

• commitment to particular standards of behaviour and conduct; and
• improved, open disclosure

You can download a full copy of the Code Of Banking Practice 2004, or collect a copy from your local Bank of Melbourne branch.

Family Law Guidelines

The review of the Code of Banking Practice highlighted difficulties in implementing family settlements where there are joint debts and a jointly owned matrimonial home. In particular, the difficulties related to:

• obtaining a bank’s consent to the transfer to one party of jointly owned property over which there is a mortgage to the bank; and
• the bank’s position if a settlement or court order is for a joint debt to be paid by one borrower only.

To assist in family law proceedings, Bank of Melbourne has published guidelines on dealing with family law property settlements. These guidelines briefly explain how the bank processes requests to change liability for a joint debit and to change ownership of a matrimonial home.

You can download a copy of the Guidelines for Parties Involved In Family Law Property proceedings or collect a copy from your local Bank of Melbourne branch.

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