Applying for Financial Hardship Support
You’re not alone - we’re here to help
Nearly half of all adults have struggled to make loan or credit repayments in the year 2023/24, yet many aren't asking for help*.
If you have a Westpac home loan, personal loan or credit card here's what we can do
for you:
You’ve got options
Feeling the pinch? We have financial hardship arrangements available – our Assist Team is just a phone call away, or you can apply online.
When should I ask about help?
As soon as you’re worried about money, or you can't make your repayments.
Asking for help won’t impact your credit score
Having a conversation with us won’t affect your ability to borrow in the future.
The sooner you talk to us, the sooner we can help
You can breathe easy knowing you’ll receive the utmost respect, sensitivity and complete confidentiality.
How to get support
Talk with us
Chat about your options or apply over the phone by calling our Assist team on 1800 067 497 Mon-Fri 8:30am-8:00pm, Sat 9:30am-6pm (Sydney time).
Apply online
You can also apply for a financial hardship arrangement online in as little as 15 minutes – we’ll aim to get back to you within a week.
Free interpreter service
We may be able to arrange a free translator in some languages.
- Remote Indigenous call centre: free call 1800 230 144 9am-6.30pm (Sydney time), Mon-Fri
- All other languages: call 13 20 32 8am-8pm (Sydney time), 7 days
Credit score impacts
As long as you meet your revised repayments under the arrangement, a financial hardship arrangement won’t impact your credit score.
It will appear on your credit report, but the reasons won’t be shared or included. And the information only stays on your report for 12 months after your 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.
Arrangements
We’ll work with you to understand your needs, circumstances and how an arrangement can help you get back on track. We may be able to tailor:
- Flexible payment arrangements
- Short-term deferrals or repayment reductions
- Loan term extensions
Things to have ready
In the online application and over the phone, we’ll ask some simple questions. Depending on your situation, it could be things like:
- 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 happens next
Once we understand your unique circumstances, we’ll take you through suitable options to get you through the difficult time and back to financial stability.
We’ll then mail you an outcome letter. And if a financial hardship arrangement has been put in place, this letter will confirm the conditions.
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 067 497.
Apply on behalf of someone else
If you need to apply for hardship assistance on behalf of someone else (i.e. 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.
Support beyond your bank
Easy English guides
A style of writing that explains financial hardship support in a simple way.
Find out more
Things you should know
*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.