Need help with your repayments?

Find out how we can help support you

Feeling like you need some help?

We understand that life doesn’t always go to plan, and life changes can make loan or credit card repayments a struggle. Don’t worry, if you’re an Australian Unity Bank customer experiencing financial difficulty, we have a number of support options available to you.

Reasons to ask for support

Different life moments can cause financial difficulty, here are a few:

Job loss, or a significant reduction in your income
Major illness or medical expenses
Relationship breakdowns, divorce or domestic violence
Natural disasters
Death of a family member
Business failure
Rising cost of living or other unexpected events

How we can help

Every situation is unique, so the type of help provided will be tailored to your specific circumstances. Financial assistance is typically available for Australian Unity Bank home loans, credit cards and personal loans. Depending on the situation, we might:

Provide a repayment extension so you have more time to find the funds
Reduce your repayments for a short period of time
Pause your repayments for a few months
Extend your loan term
Suggest you redraw extra cash to help you out right now if you're ahead on your home loan repayments.

But, here's the thing to remember: financial assistance is intended to be a short term fix to help you now. If we agree to temporarily pause or lower your home loan payments, interest will keep adding upon your loan balance. So, your loan balance will continue to increase during your assistance period while we give you a breather to get back on track.

Illustration of two people talking on the phone, one is wearing a headset

How to ask for help

Please contact us so we can understand your situation, discuss your options, and help you find a solution. You can start the process by having a confidential discussion with one of our Australian based banking team members. Get in touch:

Call us on 1300 790 740

Speak to one of our Australian based banking team members over the phone. Call us Mon - Fri 8.30am - 5:30pm AEST.

Call us

Request a call back

Tell us when you’d like us to call you between 8:30 am and 5:30pm AEST Monday to Friday.

Request a call back

Email us

Send us an email with as much information as possible and we will be in touch.

Email us

Everything you tell us will be confidential. If talking about your financial hardship is challenging, you can nominate someone to discuss your request like a financial counsellor, family member or friend. However, for security reasons we may ask for written authority in this instance to confirm your request.

Get free financial counselling

It may also help to get advice from a financial counsellor. The National Debit Helpline provide free information, support, and advocacy to people in financial difficulty. Contact them for guidance on how to manage your debts on 1800 007 007 or visit their website.

Frequently asked questions

How long does the application take?

It may take up to 21 days to assess your application after we’ve received all the information from you, but we’ll always aim for a quicker turnaround time.

What information do I need to have for the application?

Please ensure you have the following information available:

Employment income and documents
Financial details like assets, liabilities and expenses
The reason why you want to apply for support

Further supporting documents might be required depending on the reason for your request (e.g. If it’s due to illness we may need a medical certificate)

What happens at the end of the Financial Assistance period?

You'll get an email telling you when you need to start making re-payments or the original repayments again. It will state exactly how much the repayment is.

What if I still can’t go back to my original repayments?

If you can't start making your original re-payments again, please give us a call at 1300 790 740 to talk about other ways we can support you. You may also find the Moneysmart website or AFSA website helpful for guidance.

How long am I eligible to receive assistance for?

The assistance period may be short or long term depending on your circumstances. We will always try to tailor the solution to meet your individual needs.

Other support services

MoneyMinded

MoneyMinded was created to help you build your skills, knowledge and confidence in managing your money.

Find out more

Family and domestic violence support

1800RESPECT is available for free, 24 hours a day, 7 days a week to support people impacted by domestic, family or sexual violence.

Find out more

Australian Financial Security Authority

Useful information and statistics, plus forms on debts and insolvency in Australia.

Find out more

Beyond Blue

Support and information on anxiety, depression and suicide. Visit their website for more information or call their support service on 1300 224 636.

Find out more

Department of Human Services

Helpful information about Federal Government initiatives if you are financially vulnerable.

Find out more

Job Access

Job Access has been set up as an information and advisory service about the employment of people with disabilities. It is aimed at employers, service providers and people with disabilities and provides access to information that assists with employment.

Find out more

Moneysmart

ASIC runs this free and independent service that has easy-to-use tools to help you manage your money, plan, invest, or pay off debt.

Find out more

Rural Financial Counsellors - Department of Agriculture

If you're a farm family or farm business and experiencing drought or other rural issues, this Government Department offers handy business information, grants and support.

Find out more

Myfuture

My future is Australia’s career information and exploration service including tips if you are facing redundancy or need help finding a job.

Find out more

Ask Izzy

Ask Izzy is a free and anonymous way to find local support It includes services like housing, meals, healthcare and more.

Find out more

Chat with us

Whether it’s understanding terminology, you’re looking to apply or you have a question
about your account we can help you with all your banking questions.

Call us on 1300 790 740

Monday to Friday - 8.30am to 5.30pm AEST

Call us

Request a call back

Have us call you within 1 business day

Request a call back

© Copyright 2018 - 2024 Australian Unity Limited. All loans and deposit products are issued by Australian Unity Bank Limited ABN 30 087 652 079 AFSL/Australian Credit Licence No. 237994. Australian Unity Bank Limited is a fully owned subsidiary of Australian Unity Limited.

Terms and Conditions | Privacy

Australian Unity Bank's BSB number is: 803-228

Need help with your repayments?

Find out how we can help support you

Feeling like you need some help?

Reasons to ask for support

How we can help

When to ask for help

How to ask for help

Please contact us so we can understand your situation, discuss your options, and help you find a solution. You can start the process by having a confidential discussion with one of our Australian based banking team members. Get in touch:

Call us on 1300 790 740

Request a call back

Email us

Get free financial counselling

Frequently asked questions

How long does the application take?

What information do I need to have for the application?

What happens at the end of the Financial Assistance period?

What if I still can’t go back to my original repayments?

How long am I eligible to receive assistance for?

Other support services

MoneyMinded

Family and domestic violence support

Australian Financial Security Authority

Beyond Blue

Department of Human Services

Job Access

Moneysmart

Rural Financial Counsellors - Department of Agriculture

Myfuture

Ask Izzy

Chat with us

Whether it’s understanding terminology, you’re looking to apply or you have a question about your account we can help you with all your banking questions.

Call us on 1300 790 740

Request a call back

Whether it’s understanding terminology, you’re looking to apply or you have a question
about your account we can help you with all your banking questions.