Provide documents within 21 days of our request

You’ll have up to 21 days to provide the information to us

It’s important to use the correct format

  • Use PDFs (10MB max file size)
  • Words and images need to clear, not blurry

Takes up to 3 business days for us to upload these to your application

It generally takes 3 business days for us to upload these documents to your application (using the correct format helps speed this up). 

See which documents apply to you

The list of reasons isn’t exhaustive. We recognise other complex situations exist and sometimes you aren’t able to provide all documents for certain reasons– we’ll consider each situation on a case by case basis.

Reason for contacting us
Documents to send us
Serious illness or serious injury
  • Centrelink statement showing Disability Pension (DSP )
  • Your medical certificate clearly showing you’re unlikely and/or unable to work for at least 6 months
We’ll never ask for private info regarding your treatment plan e.g. medicines you’re taking.
Mental illness
  • Centrelink statement showing Disability Pension (DSP)
  • Your medical certificate clearly showing you’re unlikely and/or unable to work for at least 6 months
We’ll never ask for private info regarding your treatment plan e.g. medicines you’re taking.
Addiction e.g. gambling, drug, alcohol
We may ask if you’ve reached out to for support e.g. social worker, counsellor. We may require confirmation from them in certain circumstances.
Income-related: unemployed
  • Letter from your previous employer, and/or
  • Redundancy notice or Centrelink benefits letter
Income-related: reduced work
  • Letter from your employer, or
  • Payslip(s) from the last 3 months where applicable
Income-related: self-employed business downturn
  • Letter from your accountant, or
  • Business activity statement (BAS) from last two quarters or profit/loss statement if you don’t qualify to receive a BAS
Financial overcommitment:
Unable to meet repayments due to unexpected expenses e.g. large utility bills, medical expenses
  • Bank statements from the last 3 months from your primary everyday/ transaction account(s) (the one you get paid into or use the most) and other debts, and/or
  • Payslip(s) from the last 3 months where applicable
Relationship-related e.g. separation
When applicable:
  • Family Court Order, or
  • Letter from your solicitor
Maternity/ Paternity leave
Centrelink letter if applicable 
Loss of a loved one (spouse, partner)
  • Your partner’s death certificate, or
  • Letter from your solicitor
Natural disaster
This depends on the Emergency Assistance Package you’re eligible for. Our team will advise you which documents you need to provide when you get in touch.

Safeguarding your privacy

Protecting your information and being clear about what it’s used for is a vital part of our relationship with you.

Everything you tell us is confidential. Here’s more on that.

Things you should know

Discretion may be exercised where valid documents haven’t been provided and a reason for hardship exists i.e. sensitive matters. 

The Commonwealth Bank’s foundation Financial Inclusion Action Plan (FIAP) reflects our desire to better serve our customers and meet their needs. It brings together actions that demonstrate how we embed our vision and values in our business practice and will enable us to identify further opportunities for action.

Our foundation FIAP includes initiatives identified across four Action Areas of the FIAP program and in relation to four stakeholder groups. The result is a range of actions (PDF) that contribute to improved financial resilience and inclusive economic growth – especially for women.