COVID support

We understand dealing with the COVID-19 pandemic has been a tough time for many Australians – lockdowns, job and business insecurity, and financial uncertainty are just some of the ways this pandemic has impacted our communities.

We’re here to support you and/or your business, and to help you get back on-track as quickly as possible.

Visit our COVID support page for ways you can request financial support from us.

What is financial hardship?

If there’s been a change in your circumstances and you’re finding it difficult to make repayments on your debts when they’re due, it’s likely you’re experiencing financial hardship.

What can cause financial hardship?

Changes in your circumstances can have a serious impact on your finances, and leave you experiencing financial hardship. These can include:

How we can help

Our Financial Assistance Solutions team can work with you if you’re expecting you won’t be able to meet your repayments, or if you’ve fallen behind.1

We can help with your credit card and loan repayments, but not with money to cover your other debts and/or bills. 

If you think you’ll only need short-term help (i.e. for a month or two):

  • Call us on 13 30 95 from 8am to 9pm Monday to Friday, or 9am to 2pm Saturday (AEST), contact us from overseas; or
  • Chat to our virtual assistant Ceba in the CommBank app. If you need a human, Ceba can connect you with one; or
  • Send us an email at financialassist@cba.com.au; or
  • Write to us at PO Box 790 Parramatta NSW 2124

If you’re facing more long-term financial hardship, we can work with you to come up with a solution that’s tailored to your needs. Don’t hesitate to:

  • Call us on 1300 720 814 from 8am to 9pm Monday to Friday, or 9am to 2pm Saturday (AEST), contact us from overseas; or
  • Chat to our virtual assistant Ceba in the CommBank app. If you need a human, Ceba can connect you with one; or
  • Send us an email at financialassist@cba.com.au; or
  • Request financial assistance in NetBank; or
  • Write to us at PO Box 9823 Parramatta NSW 2124

To help you, we may:

  • Ask you about your income and expenses (it helps us determine how we can best support you)
  • Ask you for documents to support your claim for financial hardship assistance (e.g. a medical certificate or employment separation certificate)

Everything you tell us will be confidential and assessed on a case-by-case basis. You can nominate someone to discuss your request for help if you prefer (e.g. a financial counsellor, friend or family member). We will create a plan of action together with you to get you back on-track.

You can find out more about our processes (PDF) for assessing and providing you with financial assistance and the documents you may need.

Request assistance online

For business customers

If you’re a business customer and have a business loan or a line of credit, call us on 13 26 07 any time (contact us from overseas) and we'll work with you to develop a solution tailored to your needs.

You can find out more about our processes (PDF) for assessing and providing you with financial assistance and the documents you may need.

Find support specific to your circumstances

Just as there are a range of situations that can cause financial hardship, we also offer a range of financial support options, depending on your circumstances.

You can visit our financial support hub to find support specific to your individual circumstances.

Access external support services

In addition to contacting us, you may also find these external support services helpful if you’re experiencing financial hardship.

Things you should know