Any of us could experience vulnerability

We’re committed to providing extra care and more support for customers experiencing vulnerability. This could include a serious illness, loss of job or income, addiction, mental or physical illness, family and domestic violence or elder financial abuse. We are continually improving the support we offer and ways we offer it.

Here are some of the ways we’ve helped in the financial years 2022 and 2023.

Provided specialist help

More than 6,900 customers received specialist help from the NAB Assist Customer Support Hub.1

Blocked abusive messages

We blocked on average 14,000 abusive messages each month on NAB Internet Banking and the NAB app.1

Granted disaster relief

Our Ready Together program provided over $4.55M in disaster relief grants to customers.1

Blocked gambling transactions

We helped more than 240,000 customers to block gambling transactions on their cards.1

Financial year 2022 and 2023

Cost of living support

We have a range of support available to customers to help them improve their financial wellbeing and deal with cost of living pressures.

Learn more about financial wellbeing support

Supporting our customers

We have learnt through the pandemic, natural disasters and in the face of continuing cost of living pressures the most important thing is for our customers to reach out as soon as they are concerned about their finances. When we’re aware sooner, and with the right support in place for the individual circumstances, there are better outcomes.

We’re also working to make banking more inclusive, accessible and safe by listening to our customers and understanding their needs. As we plan and make changes to our products, services, systems and processes we’re considering ways to make it easier and that will work for them.

Customers Experiencing Vulnerability Framework

Our renewed Framework (2024 to 2026) makes it easier for customers to get the support they need. It has a focus on:

  • identifying vulnerability earlier
  • providing support at every opportunity
  • building financial resilience.

Download NAB’s Customers Experiencing Vulnerability Framework 2024 to 2026 (PDF, 1MB), opens in new window

Previous Frameworks

Our previous Frameworks for 2021-2023 and the first released in 2019 outline our approach and record our journey of continuous improvement.

Download NAB’s Framework for Customers Experiencing Vulnerability 2021-2023 (PDF, 3MB), opens in new window

Download NAB’s Framework for Customers Experiencing Vulnerability 2019-2020 (PDF, 7MB), opens in new window

We’re committed to the Banking Code of Practice, which sets the standard for the banking industry to be inclusive and accessible, and to take extra care with customers experiencing vulnerability.

Help is available

Learn how we can support you.

Get in touch

If you’re experiencing a change in your circumstances, need financial hardship assistance or think you might need help in the future, please contact us.

Request financial hardship assistance

If you’re having trouble making your repayments, you can request assistance.

Call NAB Assist Team

Monday to Friday, 8:00am to 8:00pm (AEST/AEDT)
Saturday, 9:00am to 1:00pm (AEST/AEDT)

1800 701 599

Call Customer Support Hub

If you’re experiencing vulnerability, speak to our specialists.

Monday to Friday, 8:00am to 7:00pm (AEST/AEDT)

1300 308 175

Important information