COVID-19: Customer Support
Some Frequently Asked Questions
If you, or a member of your family, have suffered financially because of the pandemic you may be eligible for financial assistance. Fill out our Westpac Financial Assistance Application Form to apply for flexibility, including deferral of payments on your loans, including your mortgage and credit cards.
Life events such as illness, a relationship breakdown, change in income, emergency events including the coronavirus situation and natural disasters can affect our incomes. If you’ve been affected financially by a recent event, you can apply for deferral of your repayments in the short term by filling out the Westpac Financial Hardship Form.
The Australian Government through Services Australia and Centrelink may also be able to help with support.
Perhaps, when you applied for your credit card or personal loan, you took out Consumer Credit Insurance. Check if you’re eligible to claim on your Consumer Credit Insurance policy. Look up your Consumer Credit Insurance Product Disclosure Statement (PDS) or lodge a claim for consideration by completing a or calling 1300 369 989.
Your credit rating score is not impacted with the COVID-19 Customer Support Package. The measures have been tailored to help consumer and small business customers, including sole traders, with their cash flow and to relieve the financial pressures associated with an unexpected reduction in income.
However, you may want to speak with your financial advisor to assess the financial implications of the support package for you. We have more details about the packages in our FAQs: ”What COVID-19 help is Westpac offering to new and existing customers?” and “What COVID-19 help will Westpac offer to new and existing business customers?”
During the coronavirus pandemic, self-isolation measures can prevent customers from visiting branches, ATMs and from banking at the post office. Some of our branches are also temporarily closed. (Please, check our Visiting our branches and temporary branch closures for the latest information on temporary branch closures.)
You can continue to bank with us from the safety of your home or small business by setting up your *Online and Mobile Banking. (Online and Mobile Banking is protected by Westpac Protect™ Security Guarantee^.)
If you’re new to Online and Mobile Banking, you can register and begin using Online Banking on your computer, mobile phone and tablet by going to our Online and Mobile Banking page. From this page, you can access our ‘How to guides’ and videos to see how to register for Online and Mobile Banking.
If you’ve already registered but have forgotten your sign-in details, you can also find customer password and ID reset videos and guides to help you get back into Online Banking.
There’s also a helpful area of popular features explaining how to make the most of your Online Banking experience.
The Australian Government has announced it will allow eligible people affected by the coronavirus situation and the associated downturn to apply to have limited access to their super. Changes to your superannuation, including information about how changes in the Australian and global share markets due to novel coronavirus may affect your super, are explained here with BT, Westpac’s wealth management business.
Our , which you can download, may help you manage the stages of job loss. It can also help you understand your existing financial position and plan your cash flow by viewing and adjusting your budget, re-evaluating your existing debt and helping you manage your use of credit cards. There’s also a helpful list of government department access points to search for financial support in the guide.
Most importantly, we want you to take care of yourself during this coronavirus situation. Your physical and mental health are important. The anxiety, stress and worry at this time, especially when we are in self-isolation, can negatively impact our physical and mental health.
The top tips for combatting the effects are to try and get plenty of sleep and exercise, to prepare and eat healthy meals and to keep up your family, friend, industry and workplace networks while obeying social distance regulations to stop the spread of novel coronavirus.
If you need to understand more about coronavirus and how to protect yourself against infection, read the Department of Health Coronavirus (COVID-19) health alert. It has daily case and situation updates, news and media, a symptom checker as well as fact sheets on protecting others and stopping the spread.
There is also an area explaining the Australian Government COVIDSafe app: what it has been developed to do, how it will work, and privacy issues.
Read more frequently asked questions
Things you should know
Eligibility conditions apply. Westpac customers who wish to utilise these special relief measures or need assistance should contact Westpac Assist on 1800 067 497 or speak with their Relationship Manager.
Interest rates are subject to change. Terms and Conditions and eligibility criteria apply.
*Please read the Online Banking Terms and Conditions, or Phone Banking Terms and Conditions, at westpac.com.au before making a decision and consider whether either of these products are right for you.
^If your Westpac account is compromised as a result of internet fraud, we guarantee to repay any missing funds, provided you comply with our Online Banking Terms and Conditions.
The information on these pages does not take your personal objectives, circumstances or needs into account. Consider its appropriateness to these factors before acting on it and always seek professional expert advice.
© Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714.