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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’re continually improving the support we offer and ways we offer it.
Here are some of the ways we’ve helped in the financial year 2024.
Provided specialist help
2,867 customers in vulnerable circumstances received specialist help from the NAB Assist Customer Support Hub.
Blocked abusive messages
We blocked 169,915 abusive messages in transactions on NAB Internet Banking and the NAB app.
Granted disaster relief
Our NAB Ready Together program provided $549,000 in disaster relief grants to 440 customers, with 109 of these grants provided to NAB colleagues.
Blocked gambling transactions
More than 269,690 customers had blocked gambling transactions on their cards.
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.
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.
Our Framework is available to read as an Easy English version.
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Previous Frameworks
Our previous Frameworks for 2021-2023 and the first released in 2019 outline our approach and record our journey of continuous improvement.
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.
Extra care support services
When you need more than financial support.
Indigenous customer service
Indigenous customers can call our dedicated service line for better access and support. Contact us.
Restrict gambling transactions on your NAB cards
Our gambling restriction allows you to block most gambling transactions on your personal NAB Visa Credit and Debit cards.
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)
Call Customer Support Hub
If you’re experiencing vulnerability, speak to our specialists.
Monday to Friday, 8:00am to 7:00pm (AEST/AEDT)
Important information
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