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Apply for assistance

If you're struggling to meet bills or are worried about making repayments, applying for financial assistance could be the right step. It’s extra support to help manage financial difficulty, at the time you may need it most.

How assistance could help you

When you apply for assistance, our Customer Connect team will assess your situation and look at options that may be available to assist you – whether that’s giving you a hand in the short term or setting you up for the long term.

In some cases, a financial challenge is temporary and you might just need time to get back on your feet. While in others, the challenge is permanent. In those cases, you may need extra help to review and restructure your financial arrangements, such as loans and their repayment.

If you have an existing assistance arrangement or wish to explore alternative options, get in touch with us.

Not an ANZ Australia customer?

If you bank with ANZ New Zealand, you will need to apply for assistance on the ANZ New Zealand website.

What are some causes of hardship?

Landing in a tough spot can be more common than you might think. Here are some examples of events that could contribute to financial hardship:

  • Loss of income: like the loss of a job, a reduction in pay or a downturn in a business.
  • Natural disasters: such as bushfire, flooding, fire, cyclone or drought.
  • Family matters: like separation, divorce, loss, domestic violence or carer obligations.
  • Medical reasons: such as an illness or a permanent disability.
  • Financial reasons: such as a large, unexpected expense becoming due.
  • A unique situation: another reason has contributed to your hardship.

If you have questions about whether applying for assistance is the right step for you, or if you have been adversely affected by COVID-19, get in touch with us on 1800 252 845, Monday to Friday, 9.00am to 7.00pm (AEST).

Other support options

Before you apply for assistance, make sure you've reviewed the other support options and information that may apply in your situation. These are just a few of the many tools and resources available which may help to relieve your financial stress.

What are the steps?

Prepare your application

Make sure you're ready to start the online form by reviewing the below checklist and having the information you need on hand.
 

Approx. time: 10 minutes

What does the form look like?

Complete the assistance form

Give yourself enough time to complete the form. The details you provide here will help us understand your situation.
 

Approx. time: 30-45 minutes

Start your application

We'll be in touch

Our Customer Connect team will assess your circumstances and be in touch via a phone call to discuss options that may be available to you, or let you know if we require more details from you.

Approx. time: 5 business days

Preparing before you start

If you have already applied for assistance over the phone and are waiting a response from us, please do not complete another application online, as applying again may affect our response times. If you have a question about an existing application, please get in touch.

  • Give yourself around 30-45 minutes to complete the online form.
  • Have your ANZ customer information, such as account details, handy.
  • Have information about accounts with other financial institutions handy.
  • Be ready to provide a detailed breakdown of your income and expenses.
  • Be prepared to provide a written explanation of your reason for applying for assistance.
  • If you are a co-borrower, the other borrower should have their details handy as well.

Don't have reliable access to a computer or internet?

If you can't complete the online form, you can try an alternative way to apply for assistance.

 

Are you all set?

Begin the application process

If you're ready to begin, you'll be asked a few short questions before heading to the online form. If you're looking for more information, see our FAQs below.

Begin process

Just so you know

You will need to complete the form in a single session, as you won’t have an opportunity to save your progress and come back to it. Closing or reloading a browser will also clear the page and any information you may have entered.

 

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Frequently asked questions

The online form will require 30-45 minutes or so of your time. To complete it, you will need to provide your personal details, details about the products you have with ANZ and other financial institutions, details on your current financial situation, and your reasons for applying for assistance.

Before you begin, you should review the above checklist to ensure you have everything you need. If you like, you can review the form first and return to it when you're ready to begin. To go to the form, select the 'Begin process' button above.

Remember, you won’t have an opportunity to save your progress and come back. Closing or reloading a browser will also clear the page and any information you may have entered. You will need to complete the form in a single session.

If you can, please apply for assistance using the online form as this will help us to gather information we need to begin looking into your request as soon as possible.

If you don’t have reliable access to a computer or the internet, you can complete and send back the PDF form as an alternative.

You can also apply for assistance over the phone by calling ANZ Customer Connect on 1800 252 845, Monday to Friday, 9.00am to 7.00pm (AEST). Note there may be a wait time to connect you with an available member of the team, as well an additional 40-60 minutes to answer questions over the phone.

Be sure to give yourself plenty of time before you begin and review our checklist above to be prepared.

Yes, you can apply for assistance if you have been adversely financially affected by COVID-19.

The pandemic can adversely affect individual situations in many ways, so if you are unsure if applying for assistance is the right step for you, or if you have questions about the process, you can call us on 1800 252 845, Monday to Friday, 9.00am to 7.00pm (AEST).

You can also review our COVID-19 Support Hub for more information, including a list of frequently asked questions.

If you are overseas and hold an ANZ Australia lending account, you can call us on 1800 252 845, Monday to Friday, 9am-6pm (AEST).

If you have an ANZ New Zealand lending account and need financial assistance, head over to the ANZ New Zealand website to apply.

An insurance policy may cover the situation that is contributing to your financial difficulty.

Before you apply for assistance, you may want to review the polices of any relevant insurance you may hold, such as:

  • Car insurance
  • Mortgage protection
  • Loan protection
  • Home insurance and contents insurance
  • Life insurance or funeral insurance
  • Income protection

If you or a family member have relevant insurance, be sure to look into whether your situation is covered under the policy.

It may also be worth looking into your Superannuation to see if you have insurance cover as part of your product or membership.

To learn more about insurance, see our guides to insurance.

Once we have received your complete application, we will call you within five business days.

If you have not heard from us after five business days, please call ANZ Customer Connect on 1800 252 845, Monday to Friday, 9.00am to 7.00pm (AEST).

If you have applied for assistance and are waiting for us to contact you, but want to change or update your application, wait for us to get in contact with you. Once we get in touch, you can ask to make a change to your application.

If you have not heard from us after five business days, or have another question about your application, please call ANZ Customer Connect on 1800 252 845, Monday to Friday, 9.00am to 7.00pm (AEST).

Get in touch

If you are unsure if applying for assistance is the right step for you, if you have questions about the process or a pending application, or if you need to make a change to a current arrangement, you can call ANZ Customer Connect on 1800 252 845, Monday to Friday, 9.00am to 7.00pm (AEST).

Other ANZ support options

COVID-19 Support hub

Learn about support that may be available if you have been financially affected by COVID-19.

Go to  COVID-19 Hub

External services

If you need more than just financial help, consider reaching out to these services.

See extra support

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