We're here to help
If you're experiencing financial difficulty, we encourage you to contact us as soon as possible.
Life circumstances can change unexpectedly. Whether you're dealing with illness, injury, unemployment, relationship breakdown, natural disaster, cost of living pressures, or another unforeseen event, BankWAW may be able to provide support.
The sooner we understand your situation, the sooner we can work with you to find a solution.
We are committed to treating all customers with respect, dignity and understanding.
How we may be able to help
Depending on your circumstances, assistance may include:
- Temporary repayment reductions
- Repayment pauses or deferrals
- Extension of loan terms
- Restructuring loan repayments
- Interest-only arrangements (where appropriate)
- Waiving or reducing certain fees
- Reviewing your banking arrangements and available options
All applications are assessed individually based on your circumstances and financial position.
Who can apply?
You may be eligible for hardship assistance if you are experiencing difficulty meeting your repayment obligations due to:
- Reduction in income
- Unemployment or reduced work hours
- Illness or injury
- Family or domestic violence
- Separation or relationship breakdown
- Natural disasters or emergencies
- Rising living costs
- Caring responsibilities
- Other unexpected life events
How to apply
Applying for financial assistance is simple.
Step 1
Contact us online, by phone or visit your local Service Centre.
Step 2
Tell us about your circumstances and provide any supporting information that may assist us in understanding your situation.
Step 3
We'll review your application and discuss available support options with you.
Step 4
We'll keep you informed throughout the process and let you know the outcome as soon as possible.
Vulnerable Customer Support
We understand some customers may be experiencing circumstances that make banking more difficult.
This may include:
- Family or domestic violence
- Financial abuse
- Elder abuse
- Serious illness
- Disability
- Bereavement
- Mental health challenges
- Natural disasters
If you require additional support, please let us know. We will work with you to understand your needs and provide assistance wherever possible.
Financial Abuse
What is financial abuse?
Financial abuse occurs when someone improperly uses, controls or takes another person's money, property, assets or financial resources for their own benefit. It can occur within families, relationships, caring arrangements, friendships or through scams and fraud. Learn more here.
Examples may include:
- Controlling access to money
- Misusing a Power of Attorney
- Taking out loans without consent
- Pressuring someone to transfer property or savings
- Unauthorised access to accounts
- Controlling online banking or passwords
Concerned about financial abuse?
If you are concerned that you or someone you know may be experiencing financial abuse, please contact us immediately.
We can help:
- Review account activity
- Discuss account security
- Change banking access arrangements
- Protect account information
- Connect you with appropriate support services
📞 1300 368 555
Support Services
You don't have to face financial difficulties alone.
Additional support is available through:
- National Debt Helpline – 1800 007 007
- 1800RESPECT – 1800 737 732
- Older Persons Advocacy Network (OPAN) – 1800 700 600
- Services Australia Financial Information Service
- Legal Aid Services
- eSafety Commissioner
Frequently Asked Questions
Will applying for hardship affect my credit score?
Applying for hardship assistance does not automatically impact your credit score. However, credit reporting obligations may apply depending on your individual situation.
How long does it take to assess an application?
Timeframes vary depending on the complexity of your circumstances and information provided. We will keep you informed throughout the process.
Do I need to provide supporting documents?
Sometimes. Supporting documents may help us better understand your circumstances and determine appropriate assistance.
What if my circumstances change after my hardship arrangement is approved?
Contact us immediately. We can review your situation and discuss whether further assistance may be available.
Can I apply before I miss a repayment?
Yes. We encourage customers to contact us as early as possible if they believe they may have difficulty meeting future repayments.
What types of loans can hardship assistance apply to?
Hardship assistance may be available across a range of lending products. Contact us to discuss your circumstances.