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Customer Support update

What you need to know

If you’re experiencing financial difficulties for the first time, we may be able to provide a tailored solution to help you get the support you need.

Login or register for online banking, provide us with your details and we’ll be in contact. We can help with your Home Loan, Credit Cards, Personal and Flexi Loans or if you’re a business customer. Of course, you can call our Customer Care team to talk and work through your situation.

For our existing COVID-19 Support customers, we’re here to help manage your next steps.

Help for our Home Loan customers

Here’s how we can help with managing home loan repayments.

Help for our Credit Card, Personal Loan & Flexi Loan customers

Help for our business customers

Here’s how we’re helping Australian businesses during this challenging time.

Help over the holiday period for customers impacted by COVID-19

We understand the difficulties that COVID-19 has created for many customers. Our Customer Assist team is available to help customers over the holiday period, but please note we may experience higher than normal call volumes which could result in some delays.

Our Customer Assist Team will close at 8pm EDST Thursday 24 December 2020 and will re-open 8am EDST Tuesday 29 December 2020. We will also be closed on Fri 1 January 2021 and Tues 26 January 2021.

Our operating hours for all other days will be:

Mon-Sat 8am-8pm EDST

Sun: Closed

If you are currently on a Covid Package or would like to request help due to COVID-19 for the first time, please complete the form in the COVID-19 Support Hub in online banking and we’ll contact you to understand your current circumstances and the assistance options that may be available to you. You can also visit the COVID-19 Customer Support page to further understand your options. Please note the 2020 Support Package is no longer available, however we can help with a tailored solution to support you getting back on track. 

Please be aware it may take up to 10 business days for us to call you back. If you have a repayment due in the meantime, please don’t worry, we can discuss the options available when we call you.

We hope that all our customers and their families remain safe during this challenging time.

Financial support: getting back on your feet

Your financial recovery is important to us

Our practical solutions and tools are aimed at helping you get back on track following tough times.

Find out more

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 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.