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Customer assistance options

Not everyone is in the same boat. Some can swim but some may temporarily need floaties or a lifeboat. Whatever your current situation is, there may be things we can do to help.

We’re still offering assistance to help you get through this

Customers who have not applied for COVID-19 assistance can still do so.  Find out more about the assistance we’re offering below and contact us.

If you’re already receiving assistance

If you’re already receiving assistance (for a loan or credit card), we’ll contact you before the end of your current assistance period to provide further details about resuming your normal arrangements. If you’re unable to resume those arrangements, we’ll work with you to see if there are other things we can do to help you.

What assistance options may be available

Home loan support

Deferring your home loan

If you need extra help with managing your home loan, we may be able to help by deferring your loan repayments (up to 31 March 2021 in some cases). If your repayments have been deferred, we may get in touch to see if you need more help.

Bear in mind that during this extended period of your loan, your interest will be capitalised.1 This means you could end up paying more interest over the course of your loan term than you would if you were continuing to make your usual repayments.

Before deciding if this is for you, you should do some homework to understand what deferring your loan repayment means and consider if this is the right option for your situation. 

Seek financial assistance  

Extending your COVID-19 home loan offering

If you’ve taken up ANZ’s COVID-19 Assistance offering  to defer your home loan repayments, we’ll be in touch before the end of your arrangement. We’ll discuss whether you need further assistance and how we might be able to help.

You could potentially get your home loan repayment deferral extended by a further period, which will end on or before 31 March 2021. 

Bear in mind that an extension isn’t automatic. We’ll work with you to find what options might assist you best. 

Other options for managing your home loan

As deferring your loan payments could lead to paying more in the long run, you might want to consider some alternatives:

  • Reduce your loan repayments to the minimum amount
  • Check to see if you’re eligible to redraw extra repayments
  • Change your payments to interest only
  • Refinance and consolidate other debts

Learn more  

Apply to break an ANZ business or retail term deposit

If you’re facing financial difficulty, you may be able to apply to break your:

  • ANZ Advance Notice Term Deposit or Business Notice Term Deposit without giving the required notice or withdrawal request (as applicable) and/or incurring an administration fee or interest reduction.
  • ANZ Term Deposit without incurring an administration fee or interest reduction.

To apply to break any of the above ANZ term deposits, you’ll first need to complete an online application for assistance. Our Customer Connect team will assess your online application and get in touch.

Ways you can manage your ANZ products

Personal loans

A number of options may be available to you to assist you with managing your personal loan during this time:

  • If you have funds in other accounts, you may wish to use these to continue making your repayments
  • If you have made extra repayments on your loan, ANZ can draw your repayments from those funds
  • If your current loan repayments are set higher than the minimum repayment amount, you can reduce your repayment amount via ANZ Internet Banking
  • If you have an ANZ Variable Rate Personal Loan, you may be able to use our redraw feature to access any extra repayments you might have made in the past (but the amount redrawn will be added to your loan balance and interest will be charged on that higher balance).disclaimer

When considering different options, please keep in mind that some of them may result in you paying more interest over the life of your loan. 

If these options are not available to you or are not suitable given your circumstances, please contact us to discuss other assistance options that may be available to you.

Credit cards

If you’re needing assistance with your credit card, you might find it handy to check out our guide to managing your credit card

If you’d like to get in touch, we may be able to help you: 

  • Transfer to a product with lower interest rates
  • Lower your credit limit
  • Set up direct payments that could help you stay on top of things

If these options are not available to you or are not suitable given your circumstances, please contact us to discuss other assistance options that may be available to you.

Do you need extra assistance?

Apply for assistance

If you’re struggling to pay your bills or are worried about making repayments, applying for financial hardship could be the right step.

You might want to apply if you’ve experienced:

  • Loss of income: Such as losing your job, a pay reduction or downturn in business
  • Family matters: Such as separation, divorce, domestic or carer obligations
  • Financial reasons: Such as other financial reasons, such as an unexpected expense arising

Apply for assistance


The information set out above is general in nature and has been prepared without taking into account your objectives, financial situation or needs.  Before acting on the information, you should consider whether the information is appropriate for you having regard to your objectives, financial situation and needs. By providing this information ANZ does not intend to provide any financial advice or other advice or recommendations.  You should seek independent financial, legal, tax and other relevant advice having regard to your particular circumstances.

Terms and Conditions and eligibility criteria apply to ANZ Redraw. ANZ Redraw is not available on loans in a company name. For further information on ANZ Redraw please refer to the ANZ Consumer Lending Terms and Conditions (PDF 412kB).

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