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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 Australians through what we know is an uncertain and difficult time.

If you're a Macquarie business or personal banking client and require financial support due to COVID-19, please visit our dedicated support hub to learn about the support options available to you, answers to common questions you may have and for access to a range of helpful articles and external support services.

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. 

ASIC Moneysmart

Guidance on general financial matters, protecting money and self from financial abuse.

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.

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.

COVID-19 support

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

For your business

Australian Government Small Business Help Line 

Providing one-on-one financial support

Australian Taxation Office (ATO) Small Business Assist 

ATO's free online support hub for small business, includes webinars, workshops, and other practical advice

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.

Lifeline

A national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services.

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.

Griefline

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

 

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.

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

A national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services
 

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

Safe & Savvy

Guide for avoiding abuse, scams and fraud for older or vulnerable clients

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

Australian Guardianship and Administration Council

Provides support to individuals with disabilities that impair their capacity to make decisions

National Counselling and Referral Service 

Provides short-term phone counselling support and referrals for people living with a disability, their families and carers.

Small business support

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

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

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.