Vulnerable customers | How we support you - NAB
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Any of us could experience vulnerability
We’re committed to providing extra care and support to customers experiencing vulnerability. This may include:
- serious illness
- loss of income or employment
- addiction
- mental health challenges
- physical illness or disability
- family and domestic violence
- elder financial abuse
We support customers in a number of ways, including:
- Specialist support through the NAB Extra Care Team.
- Blocking abusive messages in digital banking channels.
- Disaster relief grants for eligible customers and colleagues affected by natural disasters.
- Card controls that help customers block gambling transactions.
To learn more about how we support customers experiencing vulnerability, read our 2025 Annual Report (PDF, 18MB).
Supporting our customers
We have learnt through the pandemic, natural disasters and in the face of continuing cost of living pressures that the most important thing is for our customers to reach out as soon as they are concerned about their finances. Contacting us early can help us find the right support for your situation and makes it easier to get the help you need.
We're working to make banking more inclusive, accessible and safe. We listen to customers and understand 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 Customers Experiencing Vulnerability Framework (2024–2026) explains how we support customers who need extra care.
It focuses on:
- identifying vulnerability earlier
- providing support at every opportunity
- helping customers build financial resilience
Download NAB’s Customers Experiencing Vulnerability Framework 2024 to 2026 (PDF, 1MB)
Easy English
Our Framework is available to read as an Easy English version.
Download NAB Framework for customers who need extra support (Easy English) (PDF, 2MB)
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)
Download NAB’s Framework for Customers Experiencing Vulnerability 2019-2020 (PDF, 7MB)
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.
Extra Care support
Extra Care is the dedicated support that NAB and our trusted partners can provide when you're experiencing challenging personal circumstances.
First Nations support
Connect with our First Nations support team and explore other trusted resources who can help.
Gambling support
Help to take back control of your gambling spending.
Get in touch
If your circumstances have changed, you're experiencing financial difficulty, or you think you may need support in the future, we're here to help.
Request financial hardship assistance
If you're having trouble making repayments, you can request financial hardship assistance.
Call NAB Care
Monday to Friday, 8:00am to 8:00pm (AEST/AEDT)
Saturday, 9:00am to 1:00pm (AEST/AEDT)
Call Extra Care Specialist Team
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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