Frequently Asked Questions

We will look at your individual situation and provide a tailored solution. This may be for a short or medium;and in some cases long period of time depending on your circumstances.

We will not credit list you for applying and/or receiving hardship assistance.

If this is the case, please contact the Assist team who will re-assess your situation and may recommend you seek financial advise through a free service.

We will contact you within 3 business days of receiving your application.

Solutions are assessed on a case by case basis and you may need to provide some further information such as Centrelink documents, medical information, employment status, proof of income, liabilities and expenditure. If required our Consultants will discuss these requirements with you.

Assistance could include flexible payment arrangements or  variations to your loan repayments. We are committed to working with you to provide a solution that will better your financial position.

No, there will be no collections activity during any approved assistance period and you comply with the terms of your arrangement.

Yes, we’re happy to talk to a relative, friend or financial counselling organisation about your accounts. We’ll just need your authorisation first  to maintain your privacy.

We will advise you in writing of the reason. You may wish to seek further financial advice from a financial counsellor or other third party, about the options available to you.

If you are not happy with our response, please contact our Customer Relations Team on 1300 130 467 to discuss our decision. If your concern is still not resolved, you then may contact our external dispute resolution scheme. Westpac is a member of the Financial Ombudsman Service (FOS) which provides an independent mechanism to resolve specific complaints. FOS can be contacted on 1800 367 287 or at www.fos.org.au.