Macquarie understands that at times, our clients may experience financial difficulty and require financial assistance.

This may be related to unemployment, unexpected illness, natural disasters or a relationship breakdown.

Where you feel you may not be able to meet your regular repayments or some other financial obligation under your personal or business account, please contact us to see how we can work together towards a solution for you.

Cost of living

We know Australians are experiencing significant rises in the cost of living. As prices continue to rise, and bills increase, people may be feeling uncertain about their financial situation.   

We’re committed to supporting our customers through these uncertain and difficult times.

We understand everyone’s situation is different, that’s why we have a range of solutions to meet your needs. This includes:

  • changes to repayment terms for home loans, credit cards, car loans and business banking clients
  • waiving certain fees that may apply to our products
  • a range of emergency assistance measures to support clients with urgent needs

Have you been impacted by recent flooding events?

Our thoughts are with everyone affected by the recent flooding events across Australia.

We understand every situation is different and we have a range of solutions which can be specifically tailored to meet your needs. Those may include:

  • changes to repayment terms for home loans, credit cards, car loans and business banking clients
  • waiving certain fees that may apply to our products
  • a range of emergency assistance measures to support clients with urgent needs.

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:

How to apply

We're here to help and we're committed to supporting our customers through uncertain and difficult times.

Please complete and submit the Financial Assistance Form. Our dedicated team will contact you either via the email address or phone number provided on the application form.

If you’re an authorised third-party acting on behalf of a client or business, please call us on the numbers listed below.

Possible types of assistance

  • Reducing the repayment amounts within a specific period.
  • Deferring the payment(s) due within a specific period.
  • Assistance with missed payments, where outstanding payments can be added to your future repayments.

What happens next

Our team will contact you to gather further information or to advise the outcome of your application within 21 days. 

General FAQs

Each case is different. Depending on your circumstances, financial assistance may apply as a short-term or medium-term solution for you.

We will notify you of the outcome of your application, outlining the reasons for this decision and what next options may be available to you.

For information on how redraw works on your home loan, please visit this article.

Credit Smart provide a guide and helpful resources on how financial assistance can impact your credit in the future, please visit their website.

To discuss your options for your business, please speak to your relationship manager for support.

If you are not happy with any part of the financial assistance process, including the decision, you may contact us and we will try and resolve the matter. If we are unable to resolve the matter, we will refer you to our Client Care team for further assistance.

If you are still not happy with this outcome, you may lodge a complaint with the Australian Financial Complaints Authority. AFCA is an independent external dispute resolution scheme that is free for you to use. AFCA.org.au.

Yes, we can work with a third party or financial counsellor who you have authorised to act on your behalf.

If you have a joint account with someone and you are experiencing financial difficulty, we can assist you. If you ask us to, we can do so without involving the other person initially.

During your financial assistance application process, collections activity will cease. Where your application is approved, further recovery action will cease for the assistance period provided by Macquarie.

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.

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.

ASIC Moneysmart

Provides tools, support and educational resources to improve financial capabilities and health. See the below links for specific help:

National Debt Helpline

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.

Salvation Army - Moneycare

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.

Ask Izzy

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.

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.

Lifeline

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

Outlined below are some organisations that you might like to reach out to for additional support.

Counselling Online - drugs and alcohol support

Provides free online counselling for individuals affected by alcohol or drugs or anyone concerned with use by a family member or friend.

Gambling Help Online

Provides free online counselling and assessment tools for individuals affected by gambling.

Mental health

Beyond Blue + Phone 1300 22 4636

Over the phone, web and email support to people experiencing anxiety and depression.

Black Dog Institute

Provides information on mental health services, education and research.

Butterfly Foundation

Support for eating disorders and body image issues.

Natural disasters

Outlined below are some organisations that you might like to reach out to for additional support.

Disaster Assist

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.

Salvation Army

Provides a range of spiritual and social support services to those in need.

Ask Izzy

Provides a directory of services for financial and wellbeing support specific to the user’s location.

Scams

Outlined below are some organisations that you might like to reach out to for additional support.

Scamwatch

Provides information and assistance related to scams.

ID Care

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.

WA Scamnet

Provides advice on scams and tips for securing personal information, as well as access to counselling services.

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. 

1800 RESPECT

A family violence and sexual assault counselling line.

Relationships Australia

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.

MensLine

Provides online and over the phone counselling services the men with emotional health and relationship concerns.

Mens' Referral Service

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.

The Lookout

Provides information, evidence-based resources and services to help professionals respond to family violence.

Tech Safety

Provides resources and support on technology, privacy and safety in the context of intimate partner violence, sexual assault and violence against women.

Griefline

Provides free counselling services and support to anyone experiencing grief, loss and/or trauma Australia wide.

LGBTIQ support services

Emergency help

Lifeline + 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 services

QLife

Provides free telephone and web-based counselling, referrals and support groups for LGBTIQ+ people and their families.

Support for older clients

Compass

Provides resources and information for those experiencing or witnessing elder abuse.

Safe & Savvy

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.

Seniors Rights Service

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

Headspace

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.

Ask Izzy

Provides contact details and locations of disability advocacy agencies in your area.

Small business support

Outlined below are some organisations that you might like to reach out to for additional support.

Partners in Wellbeing

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.

Small business debt helpline

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.

Bereavement

Griefline

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.

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.

Davidson Institute - Rising Cost of Living

Provides articles, tips and tools to become more mindful and in control of how we consume and spend our money.

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.

Contact us

Home loans

Monday to Friday 9am – 5pm (Sydney time)

1300 363 330

Car loans

Monday to Friday 9am – 5pm (Sydney time)

1300 364 050

Credit cards

Monday to Friday 9am – 5pm (Sydney time)

1800 674 922

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.