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Financial assistance
We understand that circumstances can change. If you're experiencing financial hardship, we're here to help you through it.
We're here for life's unexpected turns
Financial hardship is when a change in your life makes it difficult to keep up with your repayments or financial obligations. If you’re experiencing financial hardship, we encourage you to reach out to us as soon as you can, so we can work on a solution for you. Remember, you’re not alone, financial hardship can happen to anyone, for reasons such as:
- An illness or injury
- Loss of employment
- Family and domestic violence
- Death in the family
- Separation from a partner
- Cost of living pressures
- Natural disasters such as droughts, fires, floods or earthquakes
Your options for support
Your options for support
We understand that every situation is unique. That's why we offer a range of flexible support options to help meet your needs.
Flexible payment arrangements
This could include deferring or reducing your repayments for an agreed period.
Help with missed payments
We can work with you to create a plan to help you get back on track.
A tailored solution
Our team can discuss other flexible options with you based on your individual circumstances.
How to apply for financial assistance
To help us understand your needs and circumstances, we may ask for information about your income and expenses.
We’ll let you know exactly what’s needed during the application process.
Apply online
If you have a home loan or a credit card and would like to defer or reduce your repayments, the simplest way to apply is via our digital experience. It can provide an outcome for you in as little as five minutes.
Message us on chat
If you’re having trouble applying online, you can contact us via chat in the Macquarie Mobile Banking app or via Macquarie Online Banking.
Speak to our team
If you’re seeking support for your car loan, or you’d prefer to speak to a member of our team, you can call us on +61 2 8550 5666. We’re available Monday to Friday, 9am to 5pm, Sydney time (excluding public holidays).
We can connect you to a financial counsellor
Financial counsellors are qualified professionals who provide free information, advice and advocacy to people in financial difficulty.
To connect with an independent financial counsellor, you can contact us via chat, and we will guide you through the process.
National support services
There are a range of resources and support services you can access to help guide you through this period, including:
National Debt Helpline
Tools and services, including counselling, to help you manage debt.
Australian Banking Association's Financial Assistance Hub
A guide to the options available to you if you’re struggling financially.
MoneySmart
Tools, support and educational resources to help manage your finances.
Salvation Army
Assistance with financial coaching, financial counselling and no-interest loans.
Ask Izzy
A directory of services for financial, legal and wellbeing support specific to your location.
CreditSmart
Easy-to-understand information on financial hardship, your credit score and credit reporting.
Centrelink
Information on how to access payments and other government support.
Services Australia
Information on how to access one-off crisis payments for extreme circumstances.
Department of Social Services
Find support if you’re facing an immediate financial crisis.
Frequently asked questions
When you begin a financial assistance arrangement with us, we are required to report it to credit reporting bodies. However, if you meet the obligations of your financial assistance arrangement, it will not negatively impact your credit score.
You can read more about how financial assistance impacts your credit reporting here.
To help us assess your situation, we may ask for information such as your income, expenses and liabilities. We'll let you know exactly what's needed during the application process. You can visit our Help Centre for more information on what may be required for your application.
For many personal banking customers applying online, a decision can be provided in as little as five minutes. For more complex situations or if you apply over the phone, our specialist team will review your application and aim to provide an update as quickly as possible.
If your circumstances change, including that you are unable to make payments, we encourage you to contact us as soon as you can. We’re here to help you, and we can work together to review your current arrangement.
Yes, if you're a business banking customer, you can still apply for financial assistance. Please call your relationship manager, who can guide you through the process and your options.
A financial counsellor can help if you're having trouble meeting your financial commitments. They're qualified professionals who offer information, advice and advocacy that's non-judgemental, free, independent, and confidential.
A financial counsellor can also help you apply for financial assistance with us. In addition, they can help you organise financial information, put together a personal budget, improve your financial situation, and assess eligibility for government assistance.
Our financial assistance team primarily focuses on home loans, car loans, and credit cards. If you are experiencing hardship across other Macquarie products, please contact us, and we will do our best to guide you to the right support.
If you have a joint home loan, you can apply for financial assistance without involving the other account holder/s in the initial stage of the application. However, they will be notified once the financial assistance arrangement is approved.
Contact us
Chat to us
You can contact us via chat in the Macquarie Mobile Banking app or Macquarie Online Banking.
Call us
You can a call us on +61 2 8550 5666. We’re available Monday to Friday, 9am to 5pm, Sydney time (excluding public holidays).
National Relay Service (NRS)
The NRS is an Australia-wide government initiative which offers relay call options.
Visit the National Relay Service website to find out more.
You'll also need to provide the NRS with the relevant Macquarie phone number (+61 2 8550 5666) for the NRS to connect you through to.