You may want to contact us directly or appoint a third party nominated representative or advocate, such as a financial counsellor:
- Call 1800 007 007 Australia-wide
- Visit Financial Counselling Australia
Frequently asked questions
1. Is this a free service?
Yes, for CommBank customers. Fees and charges payable according to your contract may continue to apply.
2. How long can I receive assistance?
We assess each request on a case-by-case basis to provide a solution appropriate to your personal circumstances.
3. How long will it take to hear back from the bank?
We will contact you within 7 days of receipt of your request. We’ll provide a written response outlining the terms of our assistance, including the details of an appropriate solution tailored to your circumstances and the period of assistance.
4. Will collections and recovery action continue?
If your request for financial assistance is approved and the terms of your assistance are maintained, further recovery action is suspended.
5. Will my credit rating be affected?
Financial assistance is not likely to impact your credit rating.
6. Can I nominate someone else to talk to the Bank on my behalf?
Yes, with your approval we can discuss your request for assistance with your nominated representative, such as a financial counsellor.
7. What happens if my application is denied?
We will write to you to advise you of the decline.
8. What happens when my financial assistance ends?
The Customer Assist Team is committed to the rehabilitation of your financial position. The solutions we offer are designed to achieve the long-term affordability of your financial commitments.
9. What are my rights?
There are three key frameworks that govern how we can provide hardship assistance to you:
1. The National Credit Code (schedule to the National Consumer Credit Protection Act 2009)
2. The Code of Banking Practice
3. The Australian Government’s hardship principles.
If you’re not satisfied with the support we have provided, you have the right to lodge a complaint with us and with other parties. The Financial Ombudsman Service (FOS) is an independent complaints scheme that is free to bank customers. It’s important to approach the FOS only after you’ve tried to resolve things with us, as FOS won’t deal with your dispute unless you’ve first given us the chance to put things right. For more information, visit www.fos.org.au or call 1300 780 808.
10. Can you provide further information and useful links?
To find out more about your rights and other options, you may want to contact:
- Australian Bankers’ Association ‘Doing it Tough’ website
- ASIC Money Smart
- Financial Counselling Debt Self Help