What is financial hardship?

Financial hardship is when you’re having trouble making your regular repayments towards your bills, such as your home loan, credit card or general expenses like phone and electricity.

Needing to reach out for financial assistance can happen to anyone. Whether you’re dealing with job loss, illness, unexpected expenses or any other of life challenges, we’re to help.

Reaching out is free and confidential, won’t affect your credit score and is the best first step towards getting the help you need.

Watch our video to learn more.

We’re here to help

If you’re feeling financially stressed or just needing a bit of extra help with your finances, we encourage you to reach out as early as possible. The earlier you contact us, the sooner we can work with you to understand your situation and consider the financial assistance options available. If your situation is urgent, we may be able to provide on-the-spot assistance.

When you might need support

There are many situations where financial assistance may be needed. Here are some examples.

  • Cost of living pressures

  • Job loss or reduced income

  • Illness or injury

  • Loss of a loved one

  • Family or domestic violence

  • Natural disasters recovery

  • Scams or financial fraud

  • Unplanned expenses

How NAB can help

We can work with you to understand your situation and consider support that may be available, depending on the eligibility of your product. Here are some examples.

  • Access available funds

  • Temporary interest rate reduction

  • Flexible payment arrangement

  • Interest only payments

  • Extend loan term

  • Payment break 

How to get support

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.

Personal

Short-term payment assistance 

For situations where you’ve recently missed a payment or anticipate missing an upcoming one, short-term financial assistance may be able to be provided.


Call the NAB Assist team on 1300 661 114
International Phone Number: +6138 6419 142
Monday to Friday, 8:00am to 8:00pm (AEST/AEDT)

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

Ongoing financial hardship support

If your circumstances have changed and are affecting your ability to keep up with payments over time, tailored financial assistance may be able to be provided.


Call the NAB Care team on 1800 701 599
Monday to Friday, 8:00am to 8:00pm (AEST/AEDT)

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


Extra care support services

Support for challenges such as health conditions, unemployment, domestic and family violence, elder financial abuse and more. 


Call the Customer Support Hub team on 1300 308 175
Monday to Friday, 8:00am to 7:00pm (AEST/AEDT)


Online financial assistance

You can submit a financial assistance request through NAB Internet Banking or the NAB app. Once submitted, our dedicated team will follow up with a phone call to discuss your situation.

Request financial assistance

Business

Speak to your business banker

If you’re experiencing financial hardship, your business banker is your first point of contact and can help you understand your options for further support. 


If you don't have a business banker, our Business Customer Care team is here to help.


Call the Business Customer Care team on 1300 961 577
International number +6138 6419 142
Monday to Friday, 8:00am to 5:00pm (AEST/AEDT)

Financial hardship assistance

Our Business Customer Care team is here to discuss options for tailored financial assistance if your circumstances have changed and are affecting your ability to keep up with your business accounts.



Call the Business Customer Care team on 1300 961 577
International number +6138 6419 142
Monday to Friday, 8:00am to 5:00pm (AEST/AEDT)

Need to call us back? If you’ve missed a call from the Business Solutions team, you can get back in touch by calling them directly. Call the Business Solutions team on 1300 392 545 Monday to Friday, 8:00am to 5:00pm (AEST/AEDT)

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.

Financial assistance for your needs

Support for the products you rely on, when you need it most.

Easy English hardship information guide

Our financial assistance information is available as an Easy English version.

Easy English is a way of writing that uses simple words and clear messages. It helps people who find reading and understanding English difficult

Standing by Sarah during tough times

After facing unexpected medical costs and a temporary drop in income, Sarah began struggling with her home loan and credit card repayments. She reached out for support and received compassionate, tailored help. This included flexible payment options that gave her space to recover financially.

As Sarah gradually returned to full-time work, NAB stayed in regular contact to make sure the support continued to suit her needs. She said the care shown gave her confidence and stability during a difficult time. Sarah described her NAB contact as “a true pillar of strength” who helped her through one of the hardest periods in her life.

Financial assistance we’ve provided

Financial hardship assistance

Each month 10,700 customers on average call through our NAB Care teams for financial hardship support.

Specialist help

We receive on average 3,000 calls every month from customers needing extra care including those in vulnerable or complex situations.

Business support

400 business customers on a monthly average receive tailored hardship support.

*Statistics as of June 2024 to June 2025

Credit reporting

Your credit history reflects how you manage debt and affects future borrowing.  Learn what shapes your credit score and how to improve it.

Tools and resources

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

Frequently asked questions

  • Yes. NAB can speak with a family member, friend or financial counsellor if you provide authorisation. This ensures your privacy is protected.


    We have a dedicated team that can assist with your request, complete the Letter of Authority (LOA) (PDF, 104KB) and email the team with the completed and signed form at:
 customer.representative.assist@nab.com.au

  • A financial hardship arrangement is a temporary or permanent change to your loan or credit repayments when you are experiencing financial difficulty. This may include deferring repayments, making reduced or partial payments or restructuring your loan terms. If eligible, NAB will tailor an arrangement to suit your situation.

  • You do not need documents to start your application. NAB may ask about your income and expenses and request supporting documents like payslips or medical certificates to assess your situation.

  • You may be able to access your super early in limited situations. These include compassionate grounds, terminal illness, incapacity or severe financial hardship. Contact your super fund directly to apply.

    Learn more about accessing super early. 

  • We may assess your income, assets, debt levels and ability to resume full repayments after the support period ends. If a hardship arrangement is not suitable, we may still help by offering an alternative payment plan. 

    Free support is also available from financial counselling services.

Extra support when you need it

We understand that life can be challenging sometimes. That’s why we offer support for a range of situations.

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.

External support

Access support from our specialised external partners for tailored advice and additional assistance.

Get in touch

Visit a NAB branch

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

Give us feedback

Suggestions, compliments and complaints.

Request financial hardship assistance online

If you’re having trouble making repayments, you can request assistance via our online form.

Important information