Make contact with us as soon as you’re worried that you’ll miss a payment or will be unable to meet your ongoing payments. This means we can work with you to ease any stress by discussing your situation and payment options. You can message us in the CommBank app anytime, request help online or call us.
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 asap.
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:
If you’re worried that you’ll miss a payment, or will be unable to meet your ongoing payments, please contact us.
It’s important to talk to us if you think you will not be able to meet your payments, 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.
If you're struggling to make repayments, entering into a financial hardship arrangement may assist you during this time.
We can provide an alternative payment arrangement for a period of time, so you don’t get too far behind on your credit card or loan. This may be agreeing to a deferral of your repayments or making reduced payments.
A financial hardship arrangement does not affect your credit score. Your credit report will note that you have an arrangement in place, and remain on your report for 12 months, however it won’t disclose the reason for your arrangement.
That’s why, entering into an arrangement is recommended as it demonstrates your commitment to getting back on track. If you cannot make your repayments and do not enter an arrangement it may negatively impact your credit score.
Watch to learn more
Hear tips1 from our Personal Finance Expert, Jess Irvine, that may help you with the rising cost of living.
Watch to learn more about credit reports.
Ways to contact us
You can request help, by messaging us in the CommBank app. 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, or you can give us a call.
If you get an unexpected expense, or think you may miss a repayment, it’s important to contact us early so we can help.
For repayment support you can contact us however it best suits you.
Message us:
Chat to us in the CommBank app
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 your circumstances have changed or you think your situation may be ongoing, message us or call as soon as you can.
One of our Financial Assist specialists will work with you to understand your personal situation and find a sustainable solution to help.
Message us:
Chat to us in the CommBank app
Call us:
1300 720 814
8am to 9pm Monday to Friday
9am to 2pm Saturday (Sydney time)
Overseas? Message us or call +61 2 9999 3283 (standard roaming charges may apply)
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, contact them directly to discuss maintaining the insurance while you need assistance.
Call Hollard on 13 2423
8am to 8pm Monday to Friday
8am to 5pm Saturday (Sydney/Melbourne time).
If you have Income Protection insurance, we encourage you to speak to your provider in case you may be able to claim against it.
If it’s issued by AIA, please contact their Customer Service Team with any questions or claims enquiries.
Call AIA Australia on 1800 491 588
9am to 5pm Monday to Friday (Sydney/Melbourne time)
We will work with you to find the right solution for your situation. Our support options include:
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.
