Applying for financial hardship support
It is possible to get back on track. You can explore simple solutions and practical relief to move ahead.
Get the help you need
In 2023/24 almost half of all adults faced challenges with loan or credit repayments. Yet, many don’t ask for help*.
If you have a Bank of Melbourne home loan, personal loan or credit card here's what we can do for you:
How can we assist?
Talk to us
Chat about your options or apply over the phone.
Call our Assist Team on 1800 600 266.
Mon-Fri 8:30am-8:00pm, Sat 9:30am-6pm (Sydney time).
Apply for support online
Apply for a financial hardship arrangement online. It’ll take as little as 15 minutes and we’ll aim to get back to you within a week.
Free interpreter services
We may be able to arrange a free translator in some languages.
- Remote Indigenous call centre: free call 1800 061 548 9am-6.30pm (Sydney time), Mon-Fri
- All other languages: call 13 22 66 8am-8pm (Sydney time), 7 days
Impact to your credit score
A financial hardship arrangement won’t affect your credit score as long as you keep up with your revised repayments.
This information will be noted on your credit report, but the details of the arrangement won’t be shared or included. It will remain on your report for 12 months after the hardship arrangement ends.
A Financial Counsellor can apply on your behalf
The National Debt Helpline offers you free, independent advice from a Financial Counsellor. It’s a non-judgemental, not-for-profit service, with dedicated people in each state. They’ll work with you to understand your circumstances, advocate for you and help with any next steps. Contact them on 1800 007 007, from anywhere in Australia.
Steps to apply for financial hardship assistance
Arrangements
Our team will work with you. We’ll assess your situation and create a tailored arrangement to suit your needs. We may be able to support you with:
- Flexible payment arrangements
- Short-term deferrals or repayment reductions
- Loan term extensions.
What you’ll need
When you apply online or speak with us, we’ll ask you a few simple questions. Depending on your circumstances, this might include:
- Your current income and expenses
- What you owe (loans and credit cards with us and other institutions)
- What you own
- Any joint loan account holder personal and financial information, like their income and expenses.
What’s next?
After we know more about your situation, we’ll help you choose the best options. Our aim is to get you through this tough time and back on track.
We’ll then send you an outcome letter. It’ll confirm the conditions of any financial hardship arrangement that has been put in place.
More on what to expect
Other ways we can help
Apply for small business support
Small businesses can experience tough times too. If you own a small business that needs support, call us on 1800 600 266.
Apply on behalf of someone else
Need to apply for hardship assistance on behalf of someone else? If you’re a financial counsellor, organisation or a Power of Attorney, fill out a third party authorisation form and email it to Financialcounsellors@westpac.com.au.
Frequently asked questions
No, there will be no collections activity during any approved assistance period when you meet the terms of your arrangement.
Resources and assistance beyond banking
National Debt Helpline
Worried about money? This helpline offers free, independent, and confidential financial counselling to help assess and manage your situation.
Money Smart
A website from the Australian Securities & Investment Commission (ASIC). It provides links and resources for general financial wellbeing. If you’re looking for some independent advice, it can help point you in the right direction.
CreditSmart
Makes it easy for you to understand how your credit choices impact:
- What info credit providers will report
- What info they can access
- How you can be in control of your credit information.
Our Easy English guides
This Easy English guide explains how to get help if you’re experiencing financial hardship.
Download our Easy English Financial Hardship guide (PDF 1MB)
Learn more
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The Detail
*ASIC: 5 million+ Australians have struggled to make loan and debt repayments, yet many are not asking for help (from June 2023 - June 2024) Accessed 29 January 2025.