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 temporary hardship arrangement does not affect your credit score and we do not disclose the reason you requested assistance. Your credit report will note you have an arrangement in place each month your hardship arrangement remains active, and will remain on your credit report for 12 months from the month the agreed arrangement commences.
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.
You can check your credit score at no charge in the CommBank app and NetBank. Search 'credit score' or message us. Alternatively, for ways to request a copy of your credit score, you can visit:
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.
We will work with you to find the right solution for your situation. Our support options include:
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 [email protected]
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 [email protected]
If you have home, landlord, or car insurance provided by Hollard Insurance Partners Limited, contact them directly to discuss maintaining the insurance while you need assistance.
Call Hollard on 13 1361
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)
When you contact us, we will create a plan of action together to get you back on track. You’ll need to answer some questions about your situation to help us find the right solution.
Everything you tell us is confidential and we assess everyone on a case-by-case basis. We may ask:
You can also nominate someone to discuss your request on your behalf (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 contact us in a way that suits you. Message us in the CommBank app, request help online or call 13 30 95 to speak to our Financial Assist Team, 8am to 9pm Monday to Friday, 9am to 2pm Saturday (Sydney/Melbourne time).
You can also access free, confidential and independent financial advice through the National Debt Hotline on 1800 007 007, or search for a financial counsellor near you.
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 helpful information at CreditSmart, or these external support services 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.
