Sustainability in action

Financial hardship - Westpac Assist

Our approach to financial hardship

We understand that anyone or any business can experience financial problems.

Life can take unexpected turns that sometimes make it difficult for you to maintain your account repayments. Whether its illness, loss of employment, a relationship breakdown or something else, we encourage you to contact us at Assist to discuss your change in circumstances.

When we become aware of your situation, we will assess your circumstances on a case by case basis to see what arrangements or options may be suitable for you.

Some of the things we may be able to offer are:

  • An extension of the loan term
  • A short term fixed/reduced repayment for an amount below the current minimum monthly
  • repayment, which may be accompanied by an interest rate reduction
  • A short term moratorium or a deferral or repayment
  • A debt settlement
  • A re-age or capitalisation of arrears

Our commitment to you

  • A professional consultant will assess your request
  • Your individual situation will be reviewed to find a tailored outcome
  • You can get an answer over the phone
  • If required we can put you in touch with a free Financial Counselling service.

How to get control of your finances early

Westpac has a relationship of working closely with the Salvation Army. We have joined together to provide you with links to tools and information to assist you in taking action early to manage your finances.

Request for assistance

We can get through this together.

At Westpac Assist, our team of specialists will take the time to listen and understand your situation. We will need to know:

  • How your circumstances have changed
  • How much you can pay towards your accounts
  • What changes you expect in your circumstance and when.

Contact Westpac Assist: 1800 067 497

  • Personal customers select option 1
  • Business customers select option 2
  • International customers call +61 8 8177 6184
  • 8.30am-7.30pm Mon - Fri, 9.30am-5.00pm Sat (Sydney time)

Online form

This information will be sent to us directly. The online form can be completed anytime 24 hours a day, 7 days a week. It is important you include contact details and other relevant information.

Information for Financial Counsellors and Authorised Third Parties

  • Contact Westpac Assist: 1800 067 497 option 4
  • International customers call +61 8 8177 6184
  • 8.30am-7.30pm Mon - Fri, 9.30am-5.00pm Sat (Sydney time)
  • If you are an authorised third party you are also able to complete the online form. Please provide us with your contact details and we will call you to discuss.

Below are the standard forms used by Financial Counsellors:

Financial Counsellor Authorisation Form (PDF 70kb)
Statement of Financial Position Form (PDF 53kb)

Please email completed forms to

Below is the form required to nominate an Authorised Third Party:

Authorised Third Party Form (PDF 53kb)

More Information

Westpac sites

The Davidson Institute named after Sir Alfred Davidson, a pioneer of Westpac financial education, offers a range of money management topics for individuals, businesses, Not for Profit organisation and community groups.

Financial Counselling

You can obtain free independent advice from a Financial Counsellor.
This is a not for profit organisation with dedicated people in each State that can assist you with a wide range of financial issues. They will work with you to help you understand your circumstances and provide advice and help you with next steps.
Contact a Financial Counsellor on 1800 007 007 from anywhere in Australia.

Frequently asked questions

Find out more in our frequently asked questions section.

Other resources

  • Doing it tough: Helpful Financial information from the ABA (Australian Bankers' Association Inc.)
  • MoneySmart: An initiative of the Australian Securities & Investments Commission (ASIC) offering you tips & tools to help you make the most of your money
  • Financial Counselling Australia (FCA): FCA is the peak body for Financial Counsellors in Australia
  • Debt Self Help: Financial Counselling Australia developed this site to provide practical steps, tools and other information to help get your finances back on track.
Things you should know
Couple looking at bills


Are you experiencing financial difficulty?

  • Fill in our online form and we'll contact you within¬†3 business days
  • Contact Westpac Assist
    1800 067 497
    Personal customers select option 1
    Business customers select option 2
    International customers call
    +61 8 8177 6184
    8.30am-7.30pm, Mon - Fri
    9.30am-5.00pm, Sat (Sydney time)
  • How to get control of your finances early Westpac / Salvation Army joint initiative¬†- self help tools
  • Frequently Asked Questions