Skip to main content Skip to main navigation
Skip to access and inclusion page Skip to search input

Experiencing difficulty with credit

If your Westpac account is compromised as a result of Internet fraud, we guarantee to repay any missing funds, providing you comply with our Online Banking Terms and Conditions.


This includes keeping your sign-in details (including passwords, Westpac Protect™ SMS codes and SecurID® Token codes) private.


The Terms and Conditions explain the features, benefits, risks, fees and charges for Online Banking and BPAY®.


You must inform us immediately if you suspect the security of your access details has been compromised or you suspect an unauthorised transaction or potentially fraud on your accounts.

How to report suspicious activity

Please report any suspicious activity immediately by calling 132 032 or (+612) 9293 9270 from overseas anytime.

Even with the best planning, there are many reasons why financial difficulties can arise - sickness, injury, job loss or relationship breakdown can all play a part.

If you have difficulty making payments, the sooner you take action to manage the situation, the easier it is to find a solution.

At Westpac, we encourage customers facing financial difficulty to talk to us as soon as the situation arises. Our team at Westpac Assist will take the time to understand your situation, and provide you with personal assistance to manage your Westpac loans and accounts.

You may also wish to contact an independent financial counsellor as they can help you with:

  • Providing free, confidential counselling services
  • Exploring options to reduce your debto.asic.gov.au/fido/fido.nsf/byheadline/Financial+counselling?openDocument
  • Negotiating on your behalf
  • Assisting with a variety of issues from budgeting to debt recovery.

We have listed details of independent financial counselling services you may find useful.   

Independent financial counselling services

State or Territory Services Contact details
Australia wide
Commonwealth Financial Counselling Directory 1800 007 007
Australia wide
Australian Securities and Investments Commission
NSW  Financial Counsellors Association of NSW Inc 1800 808 488
ACT Care Inc. Financial Counselling Service 02 6257 1788
Tasmania Anglicare Financial Counselling Services 1800 243 232
Northern Territory Anglicare NT 08 8985 0000
Victoria Consumer Affairs Victoria 1300 55 8181
Western Australia Financial Counsellors' Association 08 9325 1617
Queensland Financial Counselling Association of Queensland 07332 13192
South Australia South Australia Financial Counsellors Association 0427 823 656
  Uniting Care Wesley 08 8202 5111