What is financial difficulty?

If your circumstances have changed, and you’re finding it hard to pay your debts on time, it’s likely you’re experiencing financial difficulty or hardship.

Financial difficulty can arise from events such as:

• unemployment

• serious illness or injury

• family and domestic violence

• the loss of a loved one

• natural disasters

• a relationship breakdown

• COVID-19

How we can help?

Everyone's situation is different, and we'll tailor the assistance to your circumstances and needs.

If you're finding it difficult to make your repayments, depending on your circumstances, the following types of assistance may be available:

• reduce your repayments for a period of time

• pause your repayments for a period of time

• restructure your loan over a longer term to reduce your repayment amount

• changing repayments to interest only for a period of time

• reducing your repayments to the minimum monthly repayment if you are currently paying extra

• accessing money you have available in redraw

• utilising money in an offset account if available

How to access support

If you think you need help, contact us as soon as possible.

You can do this by:

• filling in our financial assistance form and email it to customercare@bankfirst.com.au. This will allow us to assess your position as quickly as possible.

• submitting an online enquiry at the bottom of this page.

• calling us on 1300 554 437 Monday to Friday, 9am to 6pm AEDT.

Once you have submitted our online form or emailed us, we’ll contact you within 5 business days.

We comply with the Code of Operation, which applies to the recovery of debts from Members who receive Services Australia income support or Department of Veterans' Affairs (DVA) payments.