Support for financial counsellors
Don’t face financial hardship alone. Our team works with financial counsellors to give you the support you need.
Getting customers back on their feet
Speak with us directly
Our Customer Partnership team is here to help. Connect with them to find the right way forward for your client.
Call the Customer partnerships team on 1800 685 844 8:30am-6pm (AEST) Monday–Friday.
You’ll find BankSA Group contacts in your escalation toolbox.
Clients experiencing domestic violence
Think your client’s experiencing domestic violence? Please call Priority Assist: 1800 676 770 8:30am–8pm (AEST) Monday–Friday.
Your client’s one of our business customers, and you think they’re affected? Please call Business Priority Assist; 1800 631 448 8:30am-5pm (AEST) Monday–Friday.
Applying for financial hardship support
Apply on behalf of our customer
If your client needs financial hardship assistance, they can apply online themselves.
Or you can apply on their behalf: send an email with your proposal and the below PDF attachments to: Financialcounsellors@westpac.com.au or call the Customer Partnerships Team on 1800 685 844.
- Signed Financial Counselling Agency Authorisation Form (PDF 82KB) (for financial counsellors) or Authorised Third Party Form (PDF 47KB) (for individuals and debt management firms).
- Copy of the customer’s Statement of Financial Position (PDF 52KB).
- Summary of circumstances.
- Outline of customer’s recovery plan, and length of assistance required.
Learn more about Westpac Group’s Expectations of Authorised Third Parties (PDF 192KB).
What’s next
After we know more about their situation, we’ll help them choose the best options. Our aim is to get them through this tough time and back on track.
We’ll then send you both an outcome letter. It’ll confirm the conditions of any financial hardship arrangement that has been put in place.
For your clients: support with tough times hub
Many Australians are facing tougher financial challenges than normal. This customer resource helps support your clients through such circumstances. Get support for domestic violence, financial abuse, elder abuse and gambling.
Resources
Easy English guides
Easy English is a style of writing that helps people with a range of communication needs to understand important information in a simple way.
Printable Resources
A range of flyers to inform you and our customers in times of need:
Access an interpreter
Does your client prefer a language other than English? Our Telephone Banking Service may be able to arrange for a translator to help them with your call. Subject to availability of translator(s).
Simply ask our bank staff for an interpreter when you call us on 13 22 66. For more visit our access and inclusion page.