We know life doesn't always go to plan. If you're currently experiencing financial hardship, finding it difficult to keep up with your repayments, or think you might soon, please talk to us. The sooner we can discuss your situation, the sooner we may be able to help.
Just tell us a little about what's going on. We'll take it from there.
You don't need to have missed a payment to ask for help. People often reach out because of:
Whatever the reason, we won't judge. We know most people want to keep paying, and sometimes just need some breathing room.
Everyone's situation is different, so we'll work with you on a plan that fits. Depending on your circumstances, this might include:
We'll always explain what a change means for you before you agree to it.
Call or email us. You only need to tell your story once.
We'll ask a few questions and may ask for some information. We'll only ask for what we need, and we'll explain why.
We'll confirm it in writing so you know exactly where you stand.
If it's easier, a financial counsellor, family member, friend or support worker can talk to us on your behalf. We'll just need your OK.
Need an interpreter? Call TIS National on 131 450 and ask them to call us on 13 25 39. If you're deaf or have a hearing or speech impairment, you can contact us through the National Relay Service.
Financial abuse is a form of family and domestic violence. It's when someone controls your money or finances without your consent. We know it's not easy to ask for help. Please get in touch and we'll support you in any way we reasonably can, safely and confidentially.
If you're in immediate danger, call 000. For confidential support 24/7, call 1800RESPECT on 1800 737 732.
These services are free and independent.
National Debt Helpline: Free, confidential financial counselling
Moneysmart: Tools to help you manage your money and general financial wellbeing
1800RESPECT: Support for family, domestic and sexual violence, 24/7
Lifeline: Crisis support, 24/7
Beyond Blue: Mental health support, 24/7
Please tell us first, on 13 ALEX (13 25 39) or at hello@alex.bank, and we'll do our best to put it right.
If you're still not happy, you can contact the Australian Financial Complaints Authority (AFCA). It's free and independent.
• Phone: 1800 931 678
• Email: info@afca.org.au