Any of us could experience vulnerability

We have an obligation to provide extra care and 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 financial abuse.

Financial stress

66% of people experience some level of financial vulnerability and stress.

Financial abuse

17% of people over 60 have experienced financial abuse.

Mental health

20% of Australian adults have experienced a mental health condition within the last year.


18% of Australians are living with a disability.

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

Why we support vulnerable customers

Any one of us could find ourselves in the position of being vulnerable, financially or otherwise. In the case of our customers experiencing vulnerability, the nature of their circumstances mean they are particularly at risk of harm or loss. 

Vulnerability can be temporary or permanent and people experience vulnerability differently. It’s a myth that vulnerable people are merely those living in poverty or on low incomes. Most people will experience vulnerability in some form during their lifetime. We’re here to serve customers well, which means being there for them in these moments.

Customers Experiencing Vulnerability Framework

NAB has renewed our Customers Experiencing Vulnerability Framework 2021-2023 (PDF, 3MB), opens in new window to focus on three key areas:

  • Identifying customer vulnerability earlier and taking action.
  • Reducing financial abuse.
  • Responding to natural disasters and pandemics.

Our  first framework for Customers experiencing vulnerability (PDF, 7MB), opens in new window, published in 2019, outlined our understanding and approach to customers experiencing vulnerability. It included a variety of initiatives to improve support for these customers, as well as our commitment to provide inclusive banking services.

NAB is committed to the Banking Code of Practice, which sets a new standard for the banking industry to be both inclusive and accessible, and to take extra care with customers experiencing vulnerability. Alternative formats of both frameworks are available on request.

If you need help

Learn how we can support you through difficult times.

Get in touch

If you're experiencing a change in your circumstances, require 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

Important information