Coronavirus (COVID-19) Guidance

We’re here to help you with your banking

CEO Ross McEwan has been contacting customers about how the bank is here to help. Read his Coronavirus support letter (PDF, 208KB).

As many of our customers deal with the growing challenges of the Coronavirus (COVID-19), our priority is clear: to support you in any way we can.

NAB is open for business. We continued lending through the Global Financial Crisis and we’ll continue to lend through this.

We’re here to help

We know this is an extremely difficult time for many of our customers and we want you to know that we’re here to help. We’ll get through this together. Whether you’re a business or a personal customer, we have a range of measures available to help you.

COVID-19 support for home owners

Read about the type of support we’re offering home owners during Coronavirus.
Woman on the phone in front of laptop

COVID-19 support for business

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

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.

Update on our branch and Business Banking Centre operations

Our customers are increasingly using phone, internet and NAB App in response to the Australian Government advice on social distancing. Our workforce is also adjusting with some team members unable to work as a result of changes like school and childcare closures.

We’re aiming to keep as many branches open as possible as we continue to provide essential banking services to our customers. However, we may be required to temporarily close some locations to ensure that our people are able to care for their children and dependants.

We’re sorry for any inconvenience this may cause.

Our team who are impacted by branch closures are being redeployed to other branches, and other customer channels including some working from home to support our customers. The safety of our people and our customers is a priority. NAB is working closely with the Department of Health and relevant health authorities to keep up to date with the latest advice.

Customers can find more information on branch locations and opening hours, including available Express Business Deposit locations. Any customer who requires access to Safe Custody Packets located in a branch which is unavailable should contact us on 13 22 65.

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.

We remind customers that they should refrain from coming 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

Other ways you can bank online or over the phone

  • You can do almost all your everyday banking without leaving home using our safe and secure internet banking and NAB mobile app.
  • Bank from home - with Internet Banking and the NAB app you can check balances, make payments, cash cheques up to $1500, transfer money, manage cards and change pins.
  • A proof of balance statement of all your accounts is available from Internet Banking (not available in the NAB App). Your proof of balance statement includes your name and address, account balances and current date on official NAB letterhead, login Internet Banking to access it from the homepage, you can then download the statement to print or email.
  • Customers looking for help with a home loan, personal loan or new credit card can also apply online via our website.
  • Telephone banking is also available and provides a convenient and easy way to bank

How’s NAB responding?

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

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

NAB’s response is being coordinated by a central team, which is made up of employees who are located both domestically and internationally, to respond to localised issues as necessary.

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.

Frequently 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 impacted as a result of Covid-19. If you’re unsure, please submit a request for support online.

How do loan repayment pauses/deferrals affect my credit history?

The pause/deferral of your loan repayments will not impact on your credit history with NAB or your credit score and repayment history with credit bureaus at all.

Will you offer repayment pause/deferrals 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/deferral period?

During the six-month pause/deferral in repayments, your interest will continue to be charged and will be capitalised on your loan. At the half way mark of your pause/deferral period, NAB will get back in touch with you to review your situation. Once the pause/deferral period is complete, your loan repayments will be recalculated based on the new, higher, loan amount and you will be notified of your new 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 all home loan customers facing financial challenges, including those who have 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.