Credit card support during COVID-19
Already on a COVID-19 credit card support package?
Before the end of your repayment pause period, you will need to need to take action to manage your COVID-19 credit card support package.
To manage your COVID-19 credit card support package and any other support packages you have applied for, log into to your dashboard and navigate to the COVID Hub.
A 3-month pause of repayments and interest for those financially impacted.
If you've lost your job or suffered loss of income as a result of COVID-19, you can apply for our 3-month credit card support package.
What is the credit card support package?
The support package means that for three months (three statement cycles):
- You will not be charged or accrue any interest on new card purchases or cash advances (note cash advance fees will still apply)
- You will not be charged or accrue any interest on an existing amount owing on your card
- You will not be required to make any repayments.
Provided your account is not in arrears, and you haven’t reached your credit limit, you’ll be able to continue using your credit card during this period. Please note, if your card has been suspended for any other reason (e.g. fraud) those suspensions will remain in place.
It’s also important to note that this is a ‘pause’ in interest charges and repayments. After the 3-month support period, you will need to make at least the minimum monthly repayment on your account.
Missed payment fee waiver
If you’re approved for COVID-19 support you’ll be refunded any missed payment fees charged between when you applied and when the package was approved.
Am I eligible?
You can apply for the COVID-19 support package if you:
Don’t think you’re eligible? Check the FAQs below to see whether you should apply for hardship support.
How do I apply?
All requests are through the online registration form which you can access via the ‘Apply for support’ button.
Due to the unprecedented volume of requests, processing may take some time. Please do not submit more than one form (unless we ask otherwise, by direct communication with you), as it will delay us processing your request.
If you didn’t manually turn off or cancel an Autopay or SmartPlan you had previously set up, these will automatically be paused throughout the support period and automatically restored at the end of the period.
If you manually turned off or cancelled your Autopay or SmartPlan (by logging in to your online banking, over the phone or at a branch), you will need to turn these back on at the end of the support period if you want those repayments to recommence.
We’ll remind you when your support period is about to end. When it does, you’ll need to start making repayments again and you will begin to accrue interest on any outstanding balance from the end of the 3-month interest pause period.
If you usually repay your account using Autopay or Direct Debit and didn't manually turn them off before your pause commenced, you won’t need to do anything. We’ll automatically restore those payments.
If you manually turned your Autopay or Direct Debit off, you’ll need to manually restore them. You can do this via your online banking, by calling, or in-branch.
In case you need further assistance after the support period has ended, please contact us.
If you’re approved for COVID-19 support you’ll be refunded any missed payment fees charged between when you applied and when the package was approved. Other fees will be charged as applicable.
You won’t be charged a fee for this package, however other fees such as annual card fees or cash advance fees will still apply if they fall within the support period.
Yes. If your balance is below your approved limit, then you can still use your card. Please note, if your card has been suspended for any other reason (e.g. fraud) those suspensions will remain in place.
If you can make your current repayment, please do so. If you are unable to make your current repayment this will also be paused should your application for the COVID-19 support package be approved. Interest charged for the previous statement periods before the relief package was approved will still apply.
If you do not qualify for our COVID-19 support package you may be eligible for other assistance. We will be in touch regarding other assistance options that may be available.
The support package will apply for the statement cycle during which the package is approved plus the following two statement cycles.