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Apply for assistance

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

Looking for assistance due to COVID-19?

If you've been financially affected by COVID-19, check out our COVID-19 Support Hub before applying for financial assistance. You might find some information there that may help with your immediate challenges. If you've seen the hub and still want to explore your financial assistance options, you can learn more below.

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

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 is more common than you might think. Here are some examples of events that could contribute to financial hardship:

  • Loss of income: such as 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: such as 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 that has contributed to your hardship.

If you have questions about whether applying for assistance is the right step for you, please get in touch.

Other support options

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

Already applied but need help?

If you've already applied for assistance but want to change or update your application, please wait for us to contact you first.

Once we get in touch, you can then ask to make a change to your application. Please don't complete another application online, as this may affect our response times.

If you've already applied but not heard from us after 5-10 business days, or have another question about your application, please get in touch.

Applying is a three-step process

Prepare your application

Review the checklist below and preview the example of the online form before you get under way so that you know what information to have on hand.

See example form (PDF 608kB)

Complete the assistance form

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

Approx. time: 30-45 minutes

Start your application

We'll be in touch

Our Customer Connect team will assess your situation before calling to discuss what options may be available, or to request more information from you.

Approx. time: 5-10 business days

Application checklist

Please review the checklist below. If you have already applied for assistance and are awaiting a response from us, please don't 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.

  • Preview the example of the online form (PDF 608kB) before you get under way so that you know what information to have handy.
  • 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’re a business owner, make sure you have your business ACN or ABN, current net profit, income and expenses handy.
  • If you’re a co-borrower, please complete one online form, while making sure you have information handy for each co-borrower. We will contact all co-borrowers before processing the application.
  • If it’s a credit card or personal loan debt that you’re struggling to pay, please check out our frequently asked questions before applying.

Don't have access to a computer or a mobile device?

If you can't complete the online form, we do offer alternative ways for you to apply for assistance.

Let's get started

One last thing before you start

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.


Preview example form

If you haven’t already previewed the example of the online form, we highly recommend that you do so before getting under way so that you know what information to have on hand.

See example form (PDF 608kB)

Start 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.

Apply now


Need more help?

Get in touch

Call ANZ Customer Connect if you need help with your application.

 1800 252 845

Monday to Friday, 9am to 7pm (AEST)

External services

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

See extra support



Frequently asked questions

The online form will require approximately 30-45 minutes 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 about your current financial situation
  • your reasons for applying for assistance.

Before you begin, you should review the above checklist to ensure you have everything you need.

You should also preview the example of the form (PDF 608kB) before you start your application so that you know what information to have on hand.

Remember, you'll need to complete the form in a single session. 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.

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

If you don’t have access to a computer or a mobile, you can complete the PDF form as an alternative and send it back to us. The address is on the form.

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).

Please note there may be a wait time to connect you with an available member of our 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 remember to review our checklist above so that you're well prepared.

Yes, you can apply for assistance if your financial situation has been adversely affected by COVID-19.

The pandemic has affected everyone differently. If you're unsure whether applying for hardship assistance is the right step for you, or if you have questions about the process, 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.

If you're 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:

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

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.

If you’re insured with ANZ including through your credit card, it’s best to check with our insurance team to see if you’re eligible to make a claim before applying for assistance. This will of course depend on the type of insurance you have and your reason for experiencing financial difficulty.

If your financial assistance application is approved and you follow all the terms of the arrangement, we will not report your repayment history information. Once your financial assistance arrangement concludes, we will resume sharing your repayment history information with the relevant credit reporting bodies. Please be advised that changes to your account may impact your internal credit rating with ANZ.

If you apply for financial assistance and your application is approved, any active credit cards may be restricted to ensure you’re not placed into further financial difficulty. This measure also applies to commercial credit cards. We can only make an informed decision on whether your credit card will be restricted once we’ve reviewed your application.

If you have a Rewards card, you should visit ANZ Rewards or speak with the Rewards team on 1300 367 763 to redeem your points before applying for financial assistance. Once your card is restricted you will unfortunately lose your Rewards points, which is why we recommend that you Redeem them first.

ANZ uses the personal information that you provide here to assist you with your request. The ANZ Privacy Policy details how ANZ will collect, use, disclose, manage and protect your personal information..