Financial Hardship- Helping you with financial difficulty

We’re here to help – see how we can lend support during the COVID-19 crisis.

If you want to pay your bills but don’t have the money to do so, you may be in financial hardship.

Common events contributing to financial difficulty may include:

injury or illness
unemployment
relationship separation
domestic violence/financial abuse
natural disaster
reduction of income
gambling.

Financial hardship is more common than you might think. If you're finding things tough, please reach out to us.

We have a Customer Care team, who specialise in working with you if you’re finding things tough financially. We’ll talk you through your circumstances to understand what options are available to help improve your situation.

Our priority is to help you get up to date with your payments and back on track. The sooner you talk to us, the better.

If your query relates to gambling, our team can talk you through options available, including NAB’s gambling restriction option on personal NAB Visa Credit and Debit Cards.

We’ll need details about:

your account information
your situation

To make sure your application is processed quickly, complete the form as accurately as you can.

There are several ways to get financial hardship assistance:

Call Customer Care on 1800 701 599, Mon-Fri 8am - 8pm (AEST/AEDT) or 9am-1pm on Saturdays.
Submit a request through our online application form.
Download and complete the Request for Financial Assistance (PDF, 259KB) and post to:

Customer Care

GPO BOX 4963

Melbourne

Vic 3001

Financial hardship in business is more common than you might think. It’s caused by anything from staffing challenges and cash flow issues to personal injury or illness. If you're finding things tough and are struggling to see how you can make repayments, the sooner you talk to us the better.

If you think you might miss a payment and would like to talk to someone about your options, please call NAB Assist on 1300 881 661.

How to apply for financial hardship assistance

There are several ways to apply:

Call Customer Care Small Business on 1300 961 577 Mon-Fri 8am–5pm (AEST/AEDT).
Online at Request for financial hardship assistance.
Email us at Customercare.Smallbusiness@nab.com.au.
Download and complete the Request for Financial Assistance (PDF, 487KB) and return it by fax to 1300 145 484 or post to:

Customer Care

GPO BOX 4963WW

Melbourne, Vic 3001

Where else you can get help

Cash flow improvement tool - uncover opportunities to help improve the running of your business.
Financial Healthcheck tool - answer 10 short questions to discover any potential issues and what you can do to fix them.
Australian Taxation Office's Small Business Support Program - the ATO provides free seminars and workshops for small business, including tax basics and record keeping. The workshops are a mixture of practical tips and hands-on exercises to help give you a better understanding of the basics. Register online for these free workshops or call 1300 661 104.
Business.gov.au - this Australian Government website connects you to information, grants, registrations and support to help your business succeed in Australia.
Customer Care kit - organisations who can help you get back on your feet in difficult times.

Most of the time, we can process your application over the phone. Occasionally we’ll need you to provide supporting documentation. If this is the case, please allow up to 21 days for us to process your request.

Understanding your hardship agreement

We’ll work out a payment arrangement that is individual to you. While you’re on a payment plan, interest and fees (excluding late payment fees) continue to apply.

The amount you normally pay, may be adjusted temporarily to a lower amount. We’ll explain this to you when we’re discussing your situation.

It’s important to remember that reducing the amount you currently pay will require you to make up the difference in the future. We’ll work with you to catch up these payments over time. If you can’t make a payment that we’ve agreed to, or you need to change your arrangement, it’s important that you call us on 1800 701 599 (or 1300 961 577 for small business) and let us know.

Your rights

If you’re not satisfied with the financial difficulty assistance we’ve provided, you can contact our NAB Resolve team. They’re here to listen to your feedback and help you work through difficult issues.

Call NAB Resolve on 1800 152 015, Mon-Fri 8am - 5pm (AEST/AEDT)
Email us at feedback@nab.com.au
Write to us at:

National Australia Bank

General Manager, NAB Resolve

Reply Paid 2870

Melbourne

Vic 8060

Fax us on 1300 306 013.

If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that's free to consumers.

You can contact AFCA:

Website: afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to:

Australian Financial Complaints Authority
GPO Box 3, Melbourne, VIC 3001

It's important that you have spoken to NAB Resolve first as AFCA will encourage you to work with us before they look at your case.

Customer Care

Assistance is out there. See here for organisations who can help you get back on your feet in difficult times.

Customer Care Kit

Insurance for an uncertain future

You might want to think about insurance to help protect you against unforeseen events in the future. We have different types of insurance to suit your needs.

Insurance