Affected by the floods?

You may be eligible for our Emergency Assistance. We can also help you get back on track if you're experiencing financial hardship.

Emergency Assistance

Message us for a quick response

Message us through the CommBank app. Get answers from our virtual assistant, or it can connect you to a specialist, so make sure you have push notifications for the CommBank app turned on.

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Get help

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?

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):

    • 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
    • Call us on 13 30 95 from 8am to 9pm Monday to Friday, or 9am to 2pm Saturday (AEST).
      Extended operating hours:
      Saturday 9 April: Call us between 9am-5pm or message us via the CommBank app between 9am-2pm
      or contact us from overseas; 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:

    • 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
    • Call us on 1300 720 814 from 8am to 9pm Monday to Friday, or 9am to 2pm Saturday (AEST), 
      Extended operating hours:
      Saturday 9 April: Call us between 9am-5pm or message us via the CommBank app between 9am-2pm
      or contact us from overseas; 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

Things you should know

    • Our goal is to be Australia’s most accessible bank. To us, that means being the most inclusive as well. In our Accessibility and Inclusion Plan 2021–2023 (PDF), we outline what we’re currently doing to ensure that we:
    • Make it easy for customers to access our information, products and services
    • Embed our accessibility and inclusion frameworks into our leadership and governance
    • Continue to build an inclusive and equitable culture for all our people
    • Work with and contribute to the community
       
    • Complaints and compliments: 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.