We understand that financial difficulty can arise unexpectedly. It is important that you and your clients can quickly access the correct lender contact details for support.
This working table provides lender financial hardship and business support contact information. If you notice any updates or discrepancies, please notify us.
How to use this table
If a client is experiencing financial hardship:
Refer them to their lender’s financial hardship team directly.
Encourage early contact to explore available options.
Document the referral in your file notes.
Important
Brokers must not provide financial hardship advice beyond their authority. Direct clients to the lender’s hardship team for formal assessment.
Major lender financial hardship contacts
Below is a summary of key lender contact details. (Where a web link is referenced, refer to the lender’s official website for the most current version.)
Major banks
ANZ
Hardship: 1800 252 845
COVID Support: 1800 351 548
Business: 1800 252 845
Commonwealth Bank
Hardship: 1300 720 814
Business: 13 26 07
NAB
Hardship: 1800 701 599
Home Loans: 132 265
Business: 131 012
Westpac
Hardship: 1800 067 497
Personal: 132 032
Business: 132 142
St. George Bank
Hardship: 1800 629 795
Bank of Melbourne
Hardship: 1300 630 266
Bank SA
Hardship: 1300 369 415
Suncorp Bank
Hardship: 1800 225 223
Second-tier and specialist lenders
AMP – 1300 130 191
Bankwest – 1300 134 107
Bank of Queensland – 1300 557 272
Bendigo & Adelaide Bank – 1300 652 146
Bluestone – 132 583
CHL (various brands) – Refer to brand-specific numbers
Citibank – 1800 722 879
ING – 1300 349 166
La Trobe Financial – 138 010
Macquarie Bank – 1300 363 330
ME Bank – 131 563
Pepper Money – 1800 356 383
Resimac – 1300 793 741
Virgin Money – 1800 701 997
For lenders such as GetCapital, Prospa, Scottish Pacific, Thorn Business Financial, and WISR, hardship support may be provided via email — refer to the lender’s website.
National support services
If your client requires independent financial counselling or mental health support:
National Debt Helpline
1800 007 007
Moneysmart
131 450 (interpreter service)
1800 555 660 (hearing impaired)
Lifeline
13 11 14
Text: 0477 13 11 14
Beyond Blue
1300 22 46 36
Encourage clients in distress to seek professional support immediately.
Broker best practice when a client is in hardship
Document all conversations and referrals.
Avoid giving unlicensed financial counselling advice.
Direct the client to the lender promptly.
Continue to monitor the situation where appropriate.
Maintain clear compliance records.
Need help?
If you need support managing a client in financial hardship, contact your Partnership Manager or email [email protected].