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?

To help those who are dealing with and have been impacted by COVID-19, we’ve introduced a comprehensive package of vital support measures.

All Macquarie business and personal banking clients who are experiencing financial difficulty can immediately defer their loan repayments for six months. 

Do you need immediate financial relief?

If you’ve been impacted by COVID-19 and need to pause your home loan, car and equipment loan or credit card repayment please fill out this online form. If you are a business banking client, please reach out to your relationship contact.

For more information, please visit our dedicated support hub.

Natural disasters

If you’ve requested financial relief as a result of recent natural disasters (bushfires, floods or cyclones), you are eligible to apply for a further six month deferral on your loan/s with us in line with the above measures. Please apply via our online form.

 

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.

For any of our customers affected by a natural disaster, such as bushfires, floods or cyclones, Macquarie will assist with financial relief during this period. We’re here to discuss your needs on the numbers below:

Home loans – 1300 363 330
Credit Cards – 1800 674 922
Leasing –  1300 368 908
Business Banking – Please contact your relationship manager or call 1800 620 673

Please visit this page for more information.

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.

External support

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

National Debt Helpline - free financial counselling
Helps people who are experiencing financial difficulty. It’s available nationally and it’s a free, independent and confidential service.
1800 007 007
ndh.org.au
ASIC MoneySmart
Guidance on general financial matters, protecting money and self from financial abuse
moneysmart.gov.au/life-events-and-you/families/financial-abuse
1800RESPECT
Connects people affected by domestic and family abuse.
1800 737 732
1800Respect.org.au
Lifeline
A national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services.
13 11 14
Lifeline.org.au
Beyond Blue
Support for anxiety, depression and suicide prevention.

beyondblue.org.au

Scamnet
Provides advice on scams and tips for securing personal information, as well as access to counselling services
1300 304 054
scamnet.wa.gov.au
Legal Aid
Provides advice on intervention orders, family law and civil or credit and debt matters.
nationallegalaid.org
Seniors' Rights Service
A community legal centre that provides advocacy, legal advice and education for older people.
1800 424 079
seniorsrightsservice.org.au
Centrelink
Provides payments, social work counselling and third party referrals and crisis payments.

humanservices.gov.au

Emergency Relief
An organisation that helps provides support for immediate financial crisis situations.
1300 653 227
dss.gov.au/our-responsibilities/communities-and-vulnerable-people/programs-services/emergency-relief
Disaster Assist
Assistance from the Australian Government may be provided to aid the recovery of Australians most affected by an offshore or onshore disaster. In such cases, this website will have up-to-date public information messages, relevant free call numbers, information on Australian Government assistance packages and links to other relevant websites.
disasterassist.gov.au/Pages/home.aspx
MensLine Australia
National telephone and online support, information and referral service for men with family and relationship concerns.
1300 789 978
mensline.org.au
Gambling Help
Counselling, information and support for anyone affected by gambling.
1800 858 858
gamblinghelponline.org.au
Family Relationship Advice Line
National telephone service to assist families affected by relationship or separation issues.
1800 050 321

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.