Alert: international payment services maintenance - Saturday 7 March 2026, 4:00pm-5:00pm AEDT. During this period, customers will be unable to process international payments. This includes both customer-initiated payments via internet banking and staff-assisted payments through our contact centre. Learn more
There are many reasons why you may find it difficult to meet your loan repayments, including:
If you think you need help, tell us straight away. That way we can help you make a plan to get things moving in a more manageable direction.
If you're experiencing difficulty in meeting your loan or credit card repayments we encourage you to reach out to us early so we can help find the right solution for your circumstance. We’re here for you, no judgement, and will treat your request with confidentiality and respect.
To discuss ways to catch up on missed or late payments contact our Customer Support team to discuss a tailored arrangement by calling 1300 747 747 or emailing customerassistance@bankaust.com.au.
Some examples of financial hardship assistance options are:
Your first step is to apply for hardship assistance so we can better understand your situation. You can do this in person by:
Or, you can fill out our hardship assistance form and email or send it back – our details are on the last page. The form will ask you about:
Once we hear from you, we will get back to you within 21 days. We’ll either approve/decline your request or ask to see some supporting documentation.
Everyone deserves to feel on top of their money, and independent advice about your personal financial situation is a useful place to start.
Financial counsellors are non-judgmental, qualified professionals who provide information, support and advocacy to people in financial difficulty.
Some of the ways financial counsellors can help:
National Debt Help (ndh.org.au) or by calling 1800 007 007.
Small Business Debt Helpline (sbdh.org.au) email: infor@sbdh.org.
Credit reporting of financial hardship helps to protecting your credit report in times of financial hardship. If we have agreed to financial hardship assistance and you have met the terms of the arrangement, your credit report will show that you have made your repayments on time.
For more information on the reform and ways to protect your credit report visit the Credit Smart website.
The information on this page is of a general nature and has been prepared without considering your objectives, financial situation or needs. Before acting on the information, consider its appropriateness to your circumstances.
* Interest only subject to approval. During an interest only period, your interest only payments will not reduce your loan balance. This may mean you pay more interest over the life of the loan.
We respectfully acknowledge the Traditional Custodians of all the lands on which we live and work, and we pay our respects to Elders past and present. We recognise their continued connection to the land, waters and culture and we acknowledge that sovereignty has never been ceded. Our head offices are located on the land of the Wurundjeri Woi Wurrung people of the Kulin Nation in Victoria, and the land of the Gadigal people of the Eora Nation in New South Wales.
We are an equal opportunity employer that celebrates the diversity, equity and inclusion of all people.
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