Support to our customers and communities
We know bushfires can place enormous emotional and financial strain on individuals, families and communities. Your wellbeing is our priority, and we are here to support you during this difficult time.
Customers who have been directly or indirectly impacted by the bushfires may be eligible for support. Our staff will work with you to find the best solution. This includes when you have experienced:
- damage to your home, business or property
- evacuation
- loss of income
- other significant disruption
What support is available?
Support may include options such as temporary hardship assistance. It may be appropriate for you to apply for temporary hardship assistance to help manage your financial commitments in the short to medium term. Under hardship assistance we can look at different options to vary and temporarily reduce your loan commitment(s) including:
- extending your loan term and reducing your loan repayments
- accepting interest-only repayments for a specified period
- postponing repayments for a specified period.
To apply for assistance on the grounds of hardship you will need to complete our hardship assistance application form. In some instances, we may need to seek the approval of third parties. For example, if you have a home loan which is mortgage insured we would need to seek the approval of the Lenders Mortgage Insurance provider on your loan before agreeing to vary your loan terms.
How do I get support?
Please get in touch for support, even if you are not sure whether you qualify or need support. You can reach us at our service centres, our customer support phone number or via email. These are listed below. We’ll talk with you confidentially about your situation and explain the support options available.