If you're experiencing financial difficulty, we encourage you to reach out to us early, so we can help find the right solution for you.
Increases to your everyday expenses such as cost of living pressures or a change in your circumstances can require planning and adjusting how you manage your household budget.
If you’re struggling to keep up or worried about managing your debt repayments in the future, get in touch with us.
We can help with tailored support to suit your needs, or you can visit our financial support hub to find more information that can help you day to day.
There are many reasons you can find yourself struggling to meet your repayments, including:
It’s important to contact us if your circumstances change, even if it’s only short term.
Any missed or late payments can result in additional charges such as late fees and may impact your credit report.
Understand how missed or late payments may impact your credit report
Where to go for help
Hear tips1 from our Personal Finance Expert, Jess Irvine, that may help you with the rising cost of living.
Ways to contact us
We’ll ask you a few questions and connect you with the right help for your situation. If we need to contact you, we’ll message you back during business hours.
If you don’t have the app, we’ll direct you to log on to NetBank to raise an online request.
If you think you’ll only need short-term support (up to 3 months), it’s still important to contact us so we can help.
You can message us in the CommBank app anytime or call us, however it best suits you and your circumstances:
Call us:
13 30 95
8am to 9pm Monday to Friday
9am to 2pm Saturday (Sydney/Melbourne time).
Write to us:
PO Box 790 Parramatta NSW 2124, or
Email financialassist@cba.com.au
If you think your financial difficulty may be ongoing, message or call us as soon as you can.
One of our Financial Assist specialists will work with you to understand your personal situation and if short term assistance is appropriate.
If your situation is long term and you’re struggling with your home loan, we can help refer you to our Property Solutions team, who may have additional tools and solutions available to you.
Call us:
1300 720 814
8am to 9pm Monday to Friday
9am to 2pm Saturday (Sydney time)
Overseas? Call us from overseas
Write to us:
PO Box 9823 Parramatta NSW 2124, or
Email financialassist@cba.com.au
If you have home, contents or car insurance issued or administered by Hollard Insurance Partners Limited, you’ll need to contact them directly to discuss maintaining the insurance while you need assistance.
Call Hollard on 13 2423
8am - 8pm Monday to Friday
8am - 5pm Saturday (Sydney/Melbourne time).
Based on your circumstances we will assess your eligibility for a range of options we have, including:
To help us determine how we can best support you, we may ask:
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.
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.
Discover tools, tips and guidance articles to help you with the everyday cost of living.
In addition to contacting us, you may also find these external support services helpful if you’re experiencing financial hardship.
You can also see our simple tools and tips for managing your money:
As a CommBank customer, you can access three confidential telephone counselling sessions, free of charge. The Customer Support Service provides informal and friendly discussions with a qualified and professional counsellor if you are in need of emotional or psychological support. You can make an appointment by calling 1300 360 793.
Discover how missed or late payments may impact your credit report.
Our Accessibility and Inclusion Strategy 2024–2026 (PDF) is our public commitment to accessibility and inclusion. It outlines the achievements that we made under the 2021-2023 plan, and the steps we’re taking now.
You can also read the Accessibility and Inclusion Strategy 2024–2026 in Easy English (PDF). This version provides easy to understand and concise information for people with low English literacy.
Visit commbank.com.au/accessibility for more information.
We want to know when we’ve let you down, so we can make things right. We’d also love to hear about your positive experiences when someone in our team makes things easier, quicker or special for you. You can make a complaint or give us a compliment any time.
