Give someone you trust authority to help with financial assistance - NAB

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What is a Letter of Authority?

A Letter of Authority (LOA) is a document that lets us know that another person can speak and act on your behalf for a specific issue or reason. 

At NAB, LOAs are used when you need another person’s help to speak to us about your financial difficulty and hardship - and type of financial assistance you might need.

Financial counsellors, debt management companies, friends and family members are examples of people who can ask for an LOA.

What can someone with an LOA do?

  • They can speak to NAB about your account. 

  • They can set up or change payments if you require financial assistance on your NAB lending products.

What can’t someone do with an LOA?

  • Take out or move your money.

  • Open or close accounts.

  • Change who owns the account or sign documents.

  • Use the LOA for anything not clearly listed.

  • Keep using it forever - an LOA it ends when the specific job is done.

How to get a Letter of Authority (LOA)

1. Fill in the LOA form

Write your name, birthdate, address and the person on your authority’s details. Be clear what tasks the person on your authority can do for you and for how long.

Download LOA form (PDF, 104KB) , opens in new window

2. Show ID

Send or show us a copy of your photo ID and signature (like a drivers licence or passport).

The signature on the Letter of Authority (LOA) must match the signature provided on your photo identification for verification purposes.

3. Check your authority follows the rules

Financial counsellors must be registered with National Debt Helpline. 

Debt management companies must have an Australian Credit Licence (ACL) or approved exemption. 

Family member or friends must be made aware and agree that they will act in your best interest.

4. Give your LOA to us

Email us at customer.representative.assist@nab.com.au.

Visit us at your nearest branch. 

Post it to: 
NAB Assist – Customer Representative Assist Team 
GPO Box 4963WW 
Melbourne VIC 3001

5. Wait a little

You’ll usually hear from us in 2 business days if everything has been submitted correctly.

If you need help more urgently, please email customer.representative.assist@nab.com.au or visit us at your nearest branch.

Cancel your authorities

Any authorisation you have given with an LOA can be revoked (stopped) at any time should you change your mind. 


To do this you can either:

Things to remember

  • Your authority must always act in your best interests.

  • If you think your representative is not doing the right thing, you can get help. Talk to a trusted friend, family member, or a support service.

  • Providing an authority to your representative does not mean you lose control. You can keep making your own decisions as long as you are able to.

How to get support 

Whether you need help with your banking or financial assistance, our compassionate team is here to provide you with extra care and support.

General enquiries

For general account enquiries, call 13 BANK (13 22 65). 

You may also find what you’re looking for on our Help and Support page.

Financial assistance

Whether you need short or long-term financial assistance or something more specific, our range of compassionate teams are ready to speak with you and provide tailored support.  

For financial assistance call the NAB Extra Care Specialist team on 1300 308 175 
Monday to Friday, 8:00am to 7:00pm (AEST/AEDT).

You can ask for financial help using NAB Messaging by logging into NAB Internet Banking or the NAB app. Once you message us, our dedicated team will follow up with a phone call to discuss your situation. 

To learn more, visit the financial assistance page.

Free, independent and confidential financial counselling

Financial counsellors offer free, independent and confidential advice to help you better manage your money and get you back on track. 

A financial counsellor may be able to speak directly with NAB and other lenders on your behalf, so you don’t have to manage conversations with multiple banks or service providers yourself.

Visit National Debt Helpline.

Accessible help for everyone

We offer a range of accessible services to help you access the right support in the way that works best for you.

Other authority types

Wherever you are in life, find the tools and resources that make managing your money easier.

Power of Attorney and Administration Orders

Find out what Powers of Attorney and Administration Orders are.

Account Authority

Learn how you can authorise and provide someone else access to bank on your behalf or your business

External support 

These organisations want to work with you to provide specialist support. If there is an immediate threat to your safety call 000.

National Debt Helpline

National Debt Helpline is a not-for-profit service offering free, independent and confidential financial counselling to help people overcome debt challenges.

National Elder Abuse Helpline (1800 ELDER HELP)

If you or someone you know is at risk of elder abuse, call the National Elder Abuse Helpline (1800 ELDER HELP) to connect with your state service.

Tools and resources

Wherever you are in life, find the tools and resources that make managing your money easier.

Customer Care Kit

A guide to trusted organisations that offer free financial counselling services and community support.

How to detect and avoid elder financial abuse and get help

Elder financial abuse can happen to anyone. Learn how to detect it, and avoid it.

Report fraud and scams

Learn what to do in the event of fraud or scams, and how to identify if you’re a victim.

Get in touch

Call us

Call the First Nations team on 1800 966 100

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Visit your nearest NAB branch to speak to us in person.

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