We’ll need information about your financial position, including your income, expenses, assets, and liabilities. You’ll also need to provide the reason for your application and how you plan to get back on track with your repayments.
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Financial assistance
Where you feel you may not be able to meet your regular repayments or some other financial obligation, we're here to help.
We understand that at times, our customers may experience financial difficulty and require financial assistance.
If you're experiencing financial difficulty, and can’t meet your regular repayments or other financial obligations, please get in touch with us as soon as possible so we can work together to find the right solution for you.
There are many reasons you may require financial assistance including:
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We understand everyone’s situation is different and that’s why we have a range of support options that can be tailored to meet your needs. This may include:
- payment arrangements, including deferring or reducing your repayments for a certain period
- assistance with missed repayments and flexible options to help you make your repayments
How to apply
Prepare to apply
To apply for financial assistance please review our supporting guide (below), so you know what to expect and what information is required to complete your application.
If you’re a business banking customer, please contact your relationship manager who will work with you to find a tailored solution for you.
If you’re an authorised third-party acting on behalf of a customer or business, please call us on the numbers listed below.
Complete the application form
The online form takes approximately 20-30 minutes to complete. Give yourself enough time to complete the form in a single session, as you won’t be able to save progress and return later.
The information you provide on the form will help us to understand your situation and develop a tailored solution to meet your needs. Make sure you complete the form with all required and relevant details as incorrect completion of the form may result in delays.
What happens next
Our team will assess your application and will contact you within 21 calendar days to advise the outcome of your application or to request additional information.
If we need any additional information from you, you’ll need to provide this within 21 calendar days of the request. If this information isn’t provided within this timeframe, your application will be declined because you haven’t provided the documents required for us to assess your request.
Supporting guide
This guide is designed to help you understand more about how to apply for financial assistance and how the application process works.
For more help and support topics, visit Macquarie Help Centre
- What information is required to complete the application form?
- What supporting documents are required when applying for assistance?
- What to expect in the application process?
- What happens to my credit reporting if I apply for financial assistance?
- What if I have a joint account and I’m experiencing financial difficulty?
- What other support is available for managing my loan and repayments?
- What if I’m not happy with the outcome of the assessment?
What information is required to complete the application form?
What supporting documents are required when applying for assistance?
Depending on your circumstances and your financial position, supporting documents will be required to assess your application. These may include:
| Reason for financial difficulty | Supporting document required: |
| Reduced income or increased cost of living |
For self-employed income:
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| Unemployment |
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| Serious illness or injury |
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| Loss of a family member |
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| Assistance required while you sell your property |
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| Unexpected expenses |
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| Other reasons |
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What to expect in the application process?
Once you’ve submitted your application, our team will review the completed statement of financial position and supporting documents. We’ll contact you within 21 calendar days of your application to let you know the outcome or to request additional information to support your application (if required).
While your application for financial assistance is being assessed, collections activity will cease. Where your application is approved, further collection action will cease for the assistance period we provide you.
You can elect to pause your direct debits while we assess your application by selecting ‘yes’ to this question on the application form.
If your application is approved, we’ll first need to contact you via phone to discuss the proposed arrangement and get your verbal agreement before the arrangement commences. If we can’t reach you within the required timeframes, we will need to decline the application.
If your application is declined, we’ll notify you of the outcome of your application, outlining the reasons for this decision and what next options may be available to you.
What happens to my credit reporting if I apply for financial assistance?
The credit reporting system includes financial hardship information. Your credit report includes your repayment history for credit accounts like credit cards, home loans, personal loans and car loans.
When a financial hardship arrangement relating to any of these accounts is agreed, your credit report may show financial hardship information alongside repayment history information, indicating that a financial hardship arrangement has been entered into and, if applicable, is in place for each month that the arrangement is in place. If your application is approved, we’ll contact you before the arrangement commences to discuss potential impacts to your credit report.
For more information about Comprehensive Credit Reporting (CCR) and what a financial hardship arrangemen means for your credit report visit https://www.macquarie.com.au/comprehensive-credit-reporting.html or visit the Credit Smart website.
What if I have a joint account and I’m experiencing financial difficulty?
If you have a joint account and you’re experiencing financial difficulty, we can assist you. If you ask us to, we can do so without involving the other joint account holders initially.
What other support is available for managing my loan and repayments?
Visit our Help Centre and select your product for comprehensive guides on managing your loan, including managing repayments and interest rate changes.
If you’ve missed a repayment and wish to speak to our specialist team about entering into a payment arrangement or if you require support while you sell your property or car, you can speak with a collections representative on the numbers listed at the bottom of this page.
We’ve also provided some information on external support services below.
What if I’m not happy with the outcome of the assessment?
Providing you with the best customer experience is our priority and your feedback is important to us. If you’re not happy with any part of the financial assistance process, including the decision, please contact us on the numbers below.
For more information about our feedback and complaints process, please visit our feedback and complaints page.
If you’re still not happy with this outcome, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme that is free for you to use. You can visit the AFCA website to learn more.
External support
- Government assistance
- Financial assistance
- Relationships, family and domestic violence support
- Mental health support and suicide prevention
- Cost of living
- Scams
- Legal support
- Bereavement
- Small business support
- Natural disasters
- LGBTIQ support services
- Support for older clients
- Support for young people
- Support for people living with a disability
Government assistance
If you’ve been affected by the recent floods, you may also be eligible for government assistance. For more on this, you can visit the below websites:
- Disaster Assist: disasterassist.gov.au/Pages/home.aspx
- Emergency Relief: dss.gov.au/our-responsibilities/communities-and-vulnerable-people/programs-services/emergency-relief
- Centrelink: humanservices.gov.au
- National Debt helpline: https://ndh.org.au/
Financial assistance
If you're in need of extra support, we have compiled a list of government and community services that you can contact below.
Australian Banking Association - Financial Assistance Hub A guide designed to help you understand the options that may be available if you’re struggling financially. |
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Provides tools, support and educational resources to improve financial capabilities and health. See the below links for specific help: |
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Helps people who are experiencing financial difficulty. It’s available nationally and it’s a free, independent and confidential service. |
Centrelink - Services Australia Provides payments, social work counselling and third-party referrals and crisis payments. |
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Provides assistance with financial coaching, financial counselling and no-interest loans. |
Beyond Blue - Financial and Mental Wellbeing Provides information and support for financial wellbeing and mental health. |
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Provides a directory of services for financial, legal and wellbeing support specific to the user’s location. |
Services Australia - Crisis Payment Provides access to a one-off payment if you have experienced an extreme circumstance and are in severe financial hardship. |
ASIC Moneysmart - Manage the cost of living Provides access to information on practical ways to manage cots and stay on top of bills. |
Department of Social Services - Grants Service Directory Provides access to support for immediate financial crisis situations. |
Relationships, family and domestic violence support
Outlined below are some organisations that you might like to reach out to for additional support.
Aboriginal Family Domestic Violence Hotline Victims Services has a dedicated contact line for Aboriginal victims of crime who would like information on victims rights, how to access counselling and financial assistance. |
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A family violence and sexual assault counselling line. |
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Provider of relationship support services for individuals, families and communities. |
Services Australia - family and domestic violence Provides information, resources and referrals to those affected by family and domestic violence. |
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Provides online and over the phone counselling services the men with emotional health and relationship concerns. |
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Provides counselling, information and referrals for men impacted by family violence. Also, a central point for contact for men who want to talk about their use of violence and gain support to stop it. Counsellors have specialist training in responding to the needs for the LGBTIQ community. |
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Provides information, evidence-based resources and services to help professionals respond to family violence. |
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Provides resources and support on technology, privacy and safety in the context of intimate partner violence, sexual assault and violence against women. |
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Provides free counselling services and support to anyone experiencing grief, loss and/or trauma Australia wide. |
Mental health support and suicide prevention
Outlined below are some organisations that you might like to reach out to for additional support.
If life is in danger call 000 immediately.
Carers Australia + Phone 1800 422 737 Carers Australia offers counselling, peer support and respite services for carers and their families. |
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A national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services. |
Beyond Blue + Phone 1300 22 4636 Over the phone, web and email support to people experiencing anxiety and depression. |
Kids Helpline | Phone Counselling Service Provides online and over the phone counselling services for children and young adults. |
Addiction
Mental health
Cost of living
We know Australians are experiencing significant rises in the cost of living - we have compiled a list of resources for further information.
Beyond Blue - Financial Wellbeing Provides information around financial wellbeing and how it affects mental health and wellbeing. |
ASIC Moneysmart – Manage the cost of living Help Australians take control of their money with free tools, tips and guidance. |
Scams
Outlined below are some organisations that you might like to reach out to for additional support.
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Provides information and assistance related to scams. |
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Provides online support related to identity theft and cyber security. |
Safe & Savvy - A guide to help older people avoid abuse, scams and fraud Guide for avoiding abuse, scams and fraud for older or vulnerable clients. |
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Provides advice on scams and tips for securing personal information, as well as access to counselling services. |
Legal support
Outlined below are some organisations that you might like to reach out to for additional support.
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Provides advice on intervention orders, family law and civil or credit and debt matters. |
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Community organisations that provides legal and related services to the public. |
Bereavement
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Provides free counselling services and support to anyone experiencing grief, loss and/or trauma Australia wide. |
Feel the Magic Provides education and support services to assist children and families currently experiencing grief and/or loss. |
Small business support
Outlined below are some organisations that you might like to reach out to for additional support.
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Free, confidential, one on one support to improve your financial, business and emotional wellbeing for Victorian small businesses. |
Business.gov.au - support for business in Australia Provides information, grants, services and support for small businesses. |
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Free service for small business owners in financial difficulty. |
Beyond Blue - NewAccess for Small Business Owners Free mental health coaching program that offers flexible phone and video call support options for small business owners to help manage stress and improve their mental wellbeing. |
Natural disasters
Outlined below are some organisations that you might like to reach out to for additional support.
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Provides information on current disasters and support for those affected. |
Australian Red Cross + Phone 1800 733 276 Provides a range of community services and emergency help. |
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Provides a range of spiritual and social support services to those in need. |
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Provides a directory of services for financial and wellbeing support specific to the user’s location. |
LGBTIQ support services
Emergency helpLifeline + Phone 13 11 14 A national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services. Kids Helpline | Phone Counselling Service + Phone 1800 55 1800 Provides online and over the phone counselling services for children and young adults. |
National servicesProvides free telephone and web-based counselling, referrals and support groups for LGBTIQ+ people and their families. |
Support for older clients
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Provides resources and information for those experiencing or witnessing elder abuse. |
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Guide for avoiding abuse, scams and fraud for older or clients experiencing vulnerability. |
Elder Abuse Helpline + Phone 1800 353 374 Provides information and assistance with those affected by elder abuse. |
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A community legal centre that provides advocacy, legal advice and education for older people. |
Dementia Australia | National Dementia Helpline Provides over the phone and online information and support services to those affected by dementia. |
Support for young people
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Provides free online support and counselling to young people aged 12-25 and their families and friends. |
Kids Helpline | Phone Counselling Service + Phone 1800 55 1800 Provides online and over the phone counselling services for children and young adults aged 5-25. |
Support for people living with a disability
Askizzy disability advocacy finder Provides contact details and locations of disability advocacy agencies in your area. |
Australian Guardianship and Administration Council Provides support to individuals with disabilities that impair their capacity to make decisions. |
Blue knot - National Centre of Excellence for Complex Trauma Provides short-term phone counselling support and referrals for people living with a disability or experienced trauma. |
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Provides contact details and locations of disability advocacy agencies in your area. |
Being alert and staying safe
With a rise in fraud attempts and scams across Australia, it’s more important than ever to remain vigilant around when, what and who you interact with online.
With more people spending more time online, this presents new opportunities for fraudsters to create email and phishing scams designed to capture personal information and ultimately steal people's money. Scammers may target individuals and businesses through email or SMS, trying to entice people to click harmful links or downloads.
If you receive an unexpected SMS or email, do not click on any links as they may redirect you to a fake site designed to capture your personal credentials. You can report anything unusual by emailing scams@macquarie.com.
Contact us
For new financial assistance requests, please apply online. If you need help, you can connect with us via live chat through Macquarie Online Banking and the Macquarie Mobile Banking app. Or you can call us on 02 8550 5686, (Monday to Friday, 9am to 5pm Sydney time).
To discuss missed repayments or payment arrangements, please contact our collections team via live chat through Macquarie Online Banking and the Macquarie Mobile Banking app. Or you can call us on 02 8550 5686, (Monday to Friday, 9am to 5pm Sydney time).
Additional information
This information is a general description of the Macquarie Group only. Before acting on any information, you should consider the appropriateness of it having regard to your particular objectives, financial situation and needs and seek advice. No information set out above constitutes advice, an advertisement, an invitation, a confirmation, an offer or a solicitation, to buy or sell any security or other financial, credit or lending product or to engage in any investment activity, or an offer of any banking or financial service. Some products and/or services mentioned on this website may not be suitable for you and may not be available in all jurisdictions. All securities and financial products or instrument transactions involve risks. Past performance of any product described on this site is not a reliable indication of future performance.