As many of our customers deal with the growing challenges of the Coronavirus (COVID-19), we are focussed on supporting you with your banking needs in any way we can. We’re open for business. We continued lending through the Global Financial Crisis and we’ll continue to lend through this.

How we can support you

We know this is an extremely difficult time for many of our customers and we want you to know that we’re here to support you.

COVID-19 support for home loan customers

Read about the type of support we’re offering home owners during COVID-19.

COVID-19 support for personal loan customers

Read how we’re supporting personal loan customers during COVID-19.

COVID-19 support for personal credit card customers

Read about the support we’re offering our credit card customers.

COVID-19 support for business customers

Read how we can support your business during these challenging times.

COVID-19 support to bank online from home

Learn how to bank without coming into a branch or calling us.

Contactless payments

Reduce your physical contact when you shop in-store with contactless payment.

Our customers can submit a request for support online with our specialist team. Alternatively, you can contact NAB on 13 22 65 for support, but please be conscious that the Contact Centre is currently experiencing high demand and longer than usual response times.

We're here to help - our customers can request support online.

Ways to bank at home

Can’t make it to a branch? No problems. You can do all of your day-to-day banking without leaving your home.

Need some help? These are our most commonly asked questions

What’s the eligibility criteria for pausing my home loan or deferring my business loan repayments?

These support measures are designed for anyone who has lost their job, is experiencing a loss of income or has had their financial situation detrimentally impacted as a result of COVID-19. Please note that a home loan repayment pause currently excludes Line of Credit (NAB FlexiPlus and Portfolio Facility) and Interest in Advance products. If you’re unsure if you’re eligible, please submit a request for support online.

Will a loan repayment pause or deferral affect my credit history?

No. The pause or deferral of your loan repayments will not impact on your credit history with NAB or your credit score and repayment history with credit bureaus.

Will you offer a repayment pause, deferral or reduced interest for personal loans or credit cards?

We’re working through credit card and personal loan relief options and will communicate these as soon as available.

What happens after the repayment pause or deferral period?

During the repayment pause or deferral period, your interest will continue to be charged and will be added to the principal component of your loan. Part way through the pause period, we will contact you to review your situation. Once the pause or deferral period is complete, your loan repayments will be recalculated based on the new, higher, loan balance and you will be notified of your new higher minimum repayment amount. The maturity date of your loan will remain unchanged.

Will the home loan repayment pause apply to investor loans?

Yes, the measure is intended for NAB home loan customers facing financial challenges. This includes those who have NAB investor loans that are principal and interest, interest only, fixed or variable rate products. The repayment pause is also available to Defence Force Home Loan customers. Please note that a home loan repayment pause currently excludes Line of Credit (NAB FlexiPlus and Portfolio Facility) and Interest in Advance products.

Branch and business banking centre operations

We’re keeping as many branches open as possible to provide essential banking services to our customers.

We regularly update our branch locations and opening hours, including available Express Business Deposit locations. If you need to access Safe Custody Packets in a branch which is unavailable, contact us on 13 22 65.

Some branches may be temporarily closed. This is to ensure that our team members can care for their children and dependants due to school and childcare closures.

Our team members who are affected by branch closures are also being redeployed to other branches and other locations, including working from home, to support our customers in any way we can.

Customers with a NAB card can also withdraw and deposit cash and cheques, pay bills and check account balances at their nearest Bank@Post enabled Australia Post. Look for the Bank@Post sign at Australia Post outlets.

Social distancing in NAB branches

The safety and wellbeing of our people and customers is our highest priority.

We’re following the Australian Government’s social distancing rules. Don’t visit a branch or business banking centre if:

  • you’ve travelled overseas within the past 14 days
  • you’ve been in contact with someone who has been diagnosed with COVID-19
  • you’re experiencing fever, breathing difficulties, fatigue, a cough or sore throat.

We are working closely with the Department of Health and health authorities to keep up-to-date with the latest advice.

How we’re responding to COVID-19

We’re closely monitoring the situation and taking advice from the World Health Organisation and government and health authorities.

Our priority is the health and wellbeing of our employees and our customers. We’ve taken preventative measures including employee travel restrictions and additional cleaning in branches and offices to ensure that we remain available to help customers with their banking needs.

We have a central team coordinating our response. This is made up of employees in Australia and overseas who can respond to local issues as necessary.

We’re monitoring developments every day, increasing our resources and adapting our processes in response to this crisis.

Beware of scammers

Some criminals are using the COVID-19 outbreak as an opportunity to launch new scams. For regular updates and advice about what to look out for, go to latest security alerts .

Learn how to protect yourself from fraud and scams at NAB Security.

You can also get the latest information about COVID-19 on the government’s Stay Smart Online website.

If you think you've been scammed, contact NAB immediately via 13 22 65.

Need more information about COVID-19?

The government Coronavirus Health Information Line (1800 020 080) is operating 24 hours a day, seven days a week, for medical information on COVID-19.

You can visit the Australian government COVID-19 website for the latest information, or check-out the World Health Organisation for updates.

The Federal Government has also launched a new app which allows users to navigate the latest advice and information about COVID-19 in real-time. Coronavirus Australia, which is available from the Apple App Store and on Google Play, was launched alongside a new Government WhatsApp feature.