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Macquarie understands that at times, our clients may experience financial difficulty and require temporary 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 loan, lease, credit card or mortgage contract(s), please contact us to see how we can work together towards a solution for you.

Have you or your business been impacted by COVID-19?

We’re committed to supporting Australian households and businesses as our economy recovers from the impacts of COVID-19.

If you're a Macquarie business or personal banking client and require financial support due to COVID-19, please get in touch with us as soon as possible so we can better understand your specific circumstances and take you through the support options we have available for you.

How to apply

Our dedicated financial assistance team will work with you to assess your situation and find a reasonable solution.

If you’d prefer to have a third party or financial counsellor handle this matter for you, please let our financial assistance specialists know.

Possible types of assistance

  • Deferring the payment(s) due within a specific period
  • Extending the period of your contract and deferring the payments due within the specific period
  • Extending the period of your contract and reducing the payments due within that period.

What happens next

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

Frequently asked questions

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

We will notify you of the outcome of your application, outlining the reasons for this decision.

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.

For more help and support topics, visit Macquarie Help Centre

External support

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

Provides information and support for financial resillience and mental wellbeing.

Ask Izzy

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

COVID-19 Support

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

ASIC Moneysmart – COVID-19 - Making smart decisions

Provides support services and learning resources to assist with making financial decisions during COVID-19.

National Debt Helpline – COVID-19 Financial Survival Guide

Provides information about measures enforced by the government, as well as support services and learning resources to manage finances during COVID-19.

Beyond Blue – Looking after your mental health during the coronavirus outbreak

Provides information about measures enforced by the government, as well as support services and learning resources to manage finances during COVID-19.

Lifeline – Mental health and wellbeing during the coronavirus outbreak

Confidential crisis support available to anyone across Australia who is experiencing a personal crisis, contemplating suicide or caring for someone in crisis.

Services Australia – Information and services for those impacted by coronavirus or looking for more details

Information on financial relief and support services offered by Services Australia in relation to COVID-19.

Australian Taxation Office – Financial difficulties and serious hardship

Information about ATO measures and tailored support during COVID-19.

 

For your business

Australian Government Small Business Help Line 

Provides one-on-one financial support

Legal support

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

National Legal Aid

Provides advice on intervention orders, family law and civil or credit and debt matters.

Community Legal Centres

Community organisations that provides legal and related services to the public.

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 73

Carers Australia offers counselling, peer support and respite services for carers and their families.

Lifeline

Confidential crisis support available to anyone across Australia who is experiencing a personal crisis, contemplating suicide or caring for someone in crisis.

Beyond Blue

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 illness

Beyond Blue

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.

Bushfire Housing Assistance Service

Housing support for those who are temporarily or permanently displaced as a result of the NSW bushfires.

Australian Red Cross

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

Confidential crisis support available to anyone across Australia who is experiencing a personal crisis, contemplating suicide or caring for someone in crisis.

Kids Helpline | Phone Counselling Service

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

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.

National Elder Abuse phone line

Provides free, confidential information, support and referrals. Call 1800ELDERHelp (1800 353 374).

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

Provides online and over the phone counselling services for children and young adults aged 5-25.

Support for people living with a disability

Find a disability advocate near you

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.

Small business support

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

Partners in Wellbeing

Provides wellbeing support to any Victorian small businesses impacted by COVID.

Business.gov.au - support for business in Australia

Provides information, grants, services and support for small businesses.

Small Business Assist | Australian Taxation Office

Live chat support for small businesses.

Small business bushfire financial counselling

Provides free financial counselling services to small businesses.

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.

Contact us

Home loans

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

1300 363 330

Car loans

Monday to Friday 8am – 7pm (Sydney time)

1300 368 908

Credit cards

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

1800 674 922

Business banking

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

1800 620 673

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.