What is a financial counsellor?

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If you’re experiencing financial difficulty or feeling overwhelmed by debt you can contact a financial counsellor for help.

Financial counsellors are qualified professionals who provide free, independent and confidential information or advice. They can help you to:

  • understand your rights and provide access to legal help
  • access assistance related to paying bills or fines
  • prioritise debts, develop budgets and money plans.

There are a range of government and community services available to help you get back on track. See below for external support service providers.

Domestic Violence and Financial Abuse Support

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Family and domestic violence occurs when someone tries to hurt, intimidate, control, or threaten another person in a personal relationship, including family members, partners or carers. It can include a range of behaviours, such as physical, verbal, sexual, emotional, or spiritual abuse. It can also include financial abuse, technological abuse, or stalking.

Financial abuse is the illegal or improper use of a person’s money or property. This may include when someone:

  • takes control of a person’s finances without their knowledge or permission
  • takes control of a person’s finances through coercion
  • limits a person’s access to funds
  • applies pressure around a person’s financial decisions
  • spends another person’s money without consent.

Support is available if you or someone you know is experiencing financial abuse:

  • If someone is in immediate danger, please call the police on 000
  • To access 24/7 counselling and support call 1800RESPECT on 1800 737 732 or visit 1800RESPECT
  • To access free confidential information and support call the National Elder Abuse phone line 1800ELDERHelp (1800 353 374).

If you have a joint account and you’re experiencing financial hardship, we can assist you. You can apply for financial assistance support without involving the other joint account holders initially.

For support, contact our financial assistance team via live chat on your mobile banking app or call us on 02 8550 5686 from 9am to 5pm Sydney time Monday to Friday.

Other external support resources

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Below you’ll find external support organisations and resources relating to:

Financial assistance

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Relationships, family and domestic violence support

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  • 1800 Respect – A family violence and sexual assault counselling line.
  • Kids Helpline – Provides online and over the phone counselling services for children and young adults.
  • Lifeline – A national charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services.
  • Qlife – Provides free telephone and web-based counselling, referrals and support groups for LGBTIQ+ people and their families.
  • Mens' Referral Services – 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.
  • MensLine – Provides online and over the phone counselling services the men with emotional health and relationship concerns.
  • 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.
  • Tech Safety – Provides resources and support on technology, privacy and safety in the context of intimate partner violence, sexual assault and violence against women.

Mental health support and suicide prevention

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  • Beyond Blue – Over-the-phone, web and email support to people experiencing anxiety and depression.
  • Carers Australia – Offers counselling, peer support and respite services for carers and their families.
  • Kids Helpline  – Provides online and over the phone counselling services for children and young adults.
  • Lifeline – A national charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services.
  • Black Dog Institute – Provides information on mental health services, education and research.
  • Butterfly Foundation – Support for eating disorders and body image issues.
  • 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.

Bereavement and grief counselling

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  • Feel the Magic – Provides education and support services to assist children and families currently experiencing grief and/or loss.
  • Griefline – Provides free counselling services and support to anyone experiencing grief, loss and/or trauma Australia-wide.

Legal support

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  • Community Legal Centres – Community organisations that provide legal and related services to the public.
  • National Legal Aid – Provides advice on intervention orders, family law and civil or credit and debt matters.

LGBTIQ support

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  • Qlife – Provides free telephone and web-based counselling, referrals and support groups for LGBTIQ+ people and their families.
  • Kids Helpline – Provides online and over the phone counselling services for children and young adults.
  • Lifeline – A national charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services.

Natural disaster support

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  • Ask Izzy – A directory of services for financial, legal and wellbeing support specific to your location.
  • Australian Red Cross – Provides a range of community services and emergency help.
  • Disaster Assist – Provides information on current disasters and support for those affected.
  • Salvation Army – Provides a range of spiritual and social support services to those in need.

Support for older people

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  • Compass – Provides resources and information for those experiencing or witnessing elder abuse.
  • Dementia Australia – Provides over the phone and online information and support services to those affected by dementia.
  • Elder Abuse Helpline – Provides information and assistance with those affected by elder abuse.
  • National Elder Abuse phone line – Provides free, confidential information, support and referrals. Call 1800ELDERHelp (1800 353 374).
  • Safe & Savvy – Guide for avoiding abuse, scams and fraud for older or people experiencing vulnerability.
  • Seniors Rights Service – A community legal centre that provides advocacy, legal advice and education for older people.

Support for people living with a disability

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  • Australian Guardianship and Administration Council – Provides support to individuals with disabilities that impair their capacity to make decisions.
  • Blue Knot – Provides short-term phone counselling support and referrals for people living with a disability or experienced trauma.
  • Ask Izzy – A directory of services for financial, legal and wellbeing support specific to your location.

Support for young people

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  • Headspace – Provides free online support and counselling to young people aged 12-25 and their families and friends.
  • Kids Helpline – Provides online and over the phone counselling services for children and young adults aged 5-25.

Security and scams support

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  • ID Care – Provides online support related to identity theft and cyber security.
  • Safe & Savvy – Guide for avoiding abuse, scams and fraud for older or vulnerable people.
  • Scamwatch – Provides information and assistance related to scams.

Small business support

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