How we can help

If you are an eligible CBA customer you can access our Domestic & Family Violence Emergency Assistance Program to support you and your family leaving a domestic or family violence situation. This includes situations of financial abuse (PDF).

Access the program by calling 1800 222 387 between 8am – 8pm Mon-Fri (Sydney/ Melbourne time). It is a confidential service run by independent, specialist trauma counsellors. These counsellors are not bank employees.

What is financial abuse in a domestic and family violence situation?

Financial abuse is a serious form of domestic and family violence that occurs when an abuser uses money as a means to gain power and to control their partner or family member. It occurs in many different forms and can affect anyone.

Why it matters

Financial abuse is one of the most powerful ways an abuser can keep their partner or family member trapped in an abusive relationship, and may also impact on that person’s ability to stay safe once they leave the relationship.

How it works

  • You will have access to external specialist trauma counsellors to assess your needs and ensure your safety
  • And if assessed as eligible by the external counsellors, financial support designed to provide short term practical assistance

You may also access ongoing specialised assistance through the bank’s Financial Assistance Solutions team if you are experiencing financial hardship as a result of your situation and have credit products with the bank.

What happens if you call our Domestic & Family Violence Emergency Assistance Program?

It takes courage to pick up the phone and talk openly about your situation - our specialist team understand that. 

Your call will be answered by a trauma counsellor who is trained to help you. These people are trauma specialists. They are not bank employees.

They’ll start by asking you a couple of questions. This helps them to decide which essential support service will be of benefit to you and your family.

Confidential specialist support

Your safety is our priority. Our 1800 number is managed by specialist, independent counsellors who can assist you and refer you to essential support services. Call 1800 222 387 between 8am – 8pm Mon-Fri (Sydney/ Melbourne time). 

In an emergency or if you’re not feeling safe, always call 000.

Call us for assistance

Things you should know about the Emergency Assistance Program

  • You will be assessed by trained, independent counsellors who will determine your suitability for the Domestic and Family Violence Emergency Assistance Program. They are trained trauma counsellors. They are not bank employees
  • CBA’s role is to make sure you and your family have access to specialist support
  • The program has been designed to provide one time assistance to CBA customers who are at crisis point and in the process of leaving or having just left a domestic and family violence, or financial abuse situation
  • The customer must be over 16 years of age and have not received previous assistance in any form. You must also have a valid CBA transaction account that has been open for at least 6 months prior to your request
  • The customer must be personally assessed by one of our trained trauma counsellors over the phone

Working with others to end domestic and family violence

Domestic and family violence is a serious and widespread problem in Australia.

It affects all communities and can take many forms, including financial abuse. 

We are part of a movement to end domestic and family violence in a generation, and this includes supporting our customers in crisis.

Financial assistance

As part of our commitment to supporting all customers including those impacted by domestic violence, the bank aims to provide hardship assistance as quickly as possible where possible. This could include minimising the need for additional documentation or providing longer term assistance with repayments.

The bank’s Financial Assistance Solutions team has helped thousands of Australians - from people who need help managing bills so they pay on time through to families struggling to make ends meet. We can help with guidance and support to get back on your feet in times of financial difficulty.