Support services

In hard times you may need more than financial support and we understand that there may be things going on in your life that are causing money troubles.

We understand it takes courage to talk about your circumstances. Help is available and we’ll work with you to find the best possible support. 

We have trusted partners that we can connect you with for more support if you’re experiencing domestic and family violence, elder financial abuse or unplanned life moments like illness, loss of a loved one or unemployment.

If you’re experiencing a change in your circumstances, require financial assistance, or think you might need help in the future, please contact us. The earlier you get in touch with us, the better we’ll be able to understand your situation and offer you further support. As everyone and every situation is different, we can help you find the right solutions for you.

For short-term payment assistance

If you’ve recently missed a payment or anticipate missing an upcoming one call us on 1300 369 797 Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm (AEST/AEDT).

For ongoing financial hardship support

If your circumstances have changed and are affecting your ability to keep up with payments over time, call us on 1800 722 879 Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm (AEST/AEDT).

For specialised support

If you’re experiencing a vulnerability, including domestic and family violence, elder or financial abuse please call our dedicated customer support team on 1300 322 973 Monday to Friday, 8:00am to 7:00pm (AEST/AEDT).

We have a dedicated Indigenous Customer Service line to help Aboriginal and Torres Strait Islander customers, particularly those living in remote locations. Call 1800 960 833 Monday to Friday, 8:00am to 7:00pm (AEST/AEDT), or if you prefer to speak in an Indigenous language, we have an interpreter service that may speak your preferred language. Ask us about this service during your phone call.

Special enquiries

If you have particular account enquiries, including a requirement for interpreter services for customers who prefer to speak to us in a language other than English, contact us on 13 24 84.

Our guide to free financial counselling and other support services available in the community.

Free counselling and support available in the community

Anyone can experience financial difficulties and other personal challenges, so it’s okay to need a little help sometimes. The earlier you get in touch with these services, the better they’ll be able to understand your situation and offer you further support.

Stressed about money?

The following support services can help ease the stress and struggles of financial difficulty.

• Good Shepherd Australia, opens in new window provides small loans to eligible individuals. We support Good Shepherd’s No Interest Loan Scheme (NILs) to help Australians pay for household essentials, medical and education expenses.
• MoneySmart, opens in new window, is an Australian Government initiative that provides free tools, tips and guidance to help Australians take control of their money.
• National Debt Helpline, opens in new window is a not-for-profit service that provides free, independent and confidential financial counselling to help people tackle their debt problems and get back on track.
• Way Forward, opens in new window is a not-for-profit organisation dedicated to helping people manage and repay their debts. Way Forward can help if you have debts across multiple banks, are experiencing financial difficulty and would benefit from someone working with the banks on your behalf.
• Gambling Help Online, opens in new window is a free, confidential service run by the Australian Government. It’s available 24 hours, 7 days a week for anyone affected by gambling. If you’re concerned about your gambling, or someone else’s, you can also call our dedicated team on 1300 322 973.
• Credit Smart, opens in new window is an online self-help resource designed by the Australian Retail Credit Association. The information, tools and strategies are designed to help you understand credit reporting and how you can view, control or repair your credit information.

Taking care of your health

As part of our commitment to supporting our customers we’ve extended access to TELUS Health for our customers. This will provide customers with access to confidential coaching and support for all aspects of life – physical, mental, social, professional and financial. Please call 1300 574 759 to make an appointment with a TELUS Health Clinician.

• Beyond Blue, opens in new window is a not-for-profit charity organisation that provides information and support to help everyone in Australia achieve their best possible mental health.
• Head to Health, opens in new window is an Australian Department of Health initiative. It brings together apps, online programs, online forums and phone services to help you find digital mental health organisations, information and resources to help improve your wellbeing or help someone you care about.
• Lifeline, opens in new window is a national charity that provides all Australians experiencing a personal crisis with access to 24-hour crisis support and suicide prevention services.
• Social work services, opens in new window is an Australian Government department that can provide social work services and support for people going through difficult times.
• RUOK, opens in new window, is a suicide prevention charity that aims to inspire and empower everyone to meaningfully connect with the people around them and start a conversation with anyone who may be struggling.
• My Aged Care, opens in new window, is the Australian Government’s starting point to plan for someone’s aged care journey. It locates government funded services for help around the house or aged care homes.

Safety in your home

• Ask Izzy, opens in new window, is an A-Z directory of community support services. These include emergency housing, meals, money, legal advice, domestic and family violence support and more.
• 1800 Respect, opens in new window, exists to support anyone at risk of or impacted by sexual assault, domestic or family violence. For confidential support, counselling and information call 1800 737 732, 24 hours, 7 days a week. They can also direct you to local support services.
• If you or someone you know may be at risk of, or experiencing elder abuse, call the National Elder Abuse Helpline on 1800 ELDERHelp (1800 353 374). This number will direct you to a state-based service.
• If you or someone you know lives with a disability and may be at risk of, or experiencing abuse or neglect, call the National Disability Abuse and Neglect Hotline at 1800 880 052 or email hotline@workfocus.com to report it and seek assistance.
• Relationships Australia, opens in new window, is a community-based, not-for-profit organisation that provides relationship support services for all people in Australia. The organisation focusses on counselling, dispute resolution and supporting people in building positive and respectful relationships.

Finding work

Being unemployed can be difficult. See below services to help you manage your finances and or find a new job.

• The Centrelink Payment and Service Finder, opens in new window is a useful tool to see what government payments or services you may be eligible for.
• The Australian government’s Jobactive website, opens in new window can direct you to many jobs available in both the public and private sector. If you’re looking to start your own business, Jobactive has information on where and how to begin, opens in new window.
• myfuture, opens in new window, is an online resource designed by Education Services Australia to help shape your future and make the right career decisions.

Know your rights

Sometimes we may need to seek expert assistance to help us understand and support our rights. See support services below to help you.

• Community Legal Centres Australia, opens in new window (CLCS) is an independent, not-for-profit, community-based organisation that provides free general legal assistance from more than 170 centres across Australia.
• To learn about your workplace rights and obligations in Australia, including your pay and other entitlements, visit the Fair Work Ombudsman, opens in new window website.
• Ask Izzy, opens in new window is an A-Z directory of community services supports. This includes emergency housing, meals, money, legal advice, domestic and family violence support and more.
• Centre for Women’s Economic Safety, opens in new window (CWES) supports women experiencing, at risk of experiencing, or recovering from economic abuse in the context of domestic and family violence.