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Important information

Financial assistance

 

Our approach to financial assistance

Macquarie understands that at times our customers may experience financial difficulty and require temporary financial assistance.

This may be related to unemployment, unexpected illness, natural disasters or a relationship breakdown.

Where you feel you may not be able to meet your regular repayments or some other financial obligation under your loan, lease, credit card or mortgage contract(s), please contact us to see how we can work together towards a solution for you.


Available options

Our dedicated financial assistance team will work with you to assess your situation and find a reasonable solution, which may, depending on your circumstances, include:

  1. Extending the period of your contract
  2. Reducing the payment(s) due within a specific period
  3. Postponing the payment(s) due within a specific period


How to apply

Please contact one of our dedicated financial assistance specialists on the numbers below. If you would prefer to have a third party or financial counsellor handle this matter for you, please let our financial assistance specialists know:

Home loans 1300 363 330
Credit Cards1800 674 922
Leasing1300 368 908
Business Banking – Please contact your Relationship Manager or 1800 620 673


What happens after you apply?

After we have received your application, along with any other supporting information, one of our specialists will assess your application.

You will receive a written notice of the outcome of this assessment within 21 days of our receipt of all the relevant documentation.


Natural disaster relief

For any of our customers affected by a natural disaster, such as bushfires, floods or cyclones, Macquarie will assist with financial relief during this period.

Macquarie can offer customers the following immediate financial relief:

Credit Cards – a three month moratorium, including 0% interest and no fees
Home loans – a one month relief period for customers to assess their situation or we can offer an immediate deferral of three months payments
Leasing – a three month deferral of payments and extension of the loan term
Term deposit – waive the term deposit break notice period
Business Banking – customers with existing loans and transactional banking can request restructuring and review with normal restructuring fees to be waived.

For any customers who need financial assistance, we encourage you to contact us on the numbers below:

Home loans – 1300 363 330
Credit Cards – 1800 674 922
Leasing – 1300 368 908
Business Banking – Please contact your Relationship Manager or 1800 620 673


Frequently Asked Questions

Will collections and recovery activity continue?

During your financial assistance application process, collections activity will cease. Where your application is approved, further recovery action will cease for the financial assistance period provided by Macquarie.

What happens if my application is declined?

We will notify you of the outcome of your application, outlining the reasons for this decision.

What if I am not happy with the outcome of the assessment?

If you are not happy with any part of the financial assistance process, including the decision, you may contact us and we will refer you to our Client Care team for assistance. If you are still not happy with this outcome, you may lodge a complaint with the Australian Financial Complaints Authority. AFCA is an independent external dispute resolution scheme that is free for you to use. AFCA.org.au

How long can I be in hardship for?

Each case is different. Depending on your circumstances, financial assistance may apply as a short or medium term solution for you.

What information does Macquarie require from me in order to assess my application?

We may ask you for information including (but not limited to) payslips, medical reports or proof of expenditure to help us make an assessment of your application. It’s a good idea to have these documents at hand when completing your application.

Can someone else request assistance on my behalf?

Yes, we can work with a third party or financial counsellor who you have authorised to act on your behalf.


External support organisations

Outlined below are some organisations that you might like to reach out to for additional support.

National Debt Helpline - free financial counselling
Helps people who are experiencing financial difficulty. It’s available nationally and it’s a free, independent and confidential service.
1800 007 007
ndh.org.au
ASIC MoneySmart
Guidance on general financial matters, protecting money and self from financial abuse
moneysmart.gov.au/life-events-and-you/families/financial-abuse
1800RESPECT
Connects people affected by domestic and family abuse.
1800 737 732
1800Respect.org.au
Lifeline
A national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services.

13 11 14
Lifeline.org.au

Beyond Blue
Support for anxiety, depression and suicide prevention.
beyondblue.org.au
Scamnet
Provides advice on scams and tips for securing personal information, as well as access to counselling services
1300 304 054
scamnet.wa.gov.au
Legal Aid
Provides advice on intervention orders, family law and civil or credit and debt matters.
nationallegalaid.org
Seniors' Rights Service
A community legal centre that provides advocacy, legal advice and education for older people.
1800 424 079
seniorsrightsservice.org.au
Centrelink
Provides payments, social work counselling and third party referrals and crisis payments.
humanservices.gov.au
Emergency Relief
An organisation that helps provides support for immediate financial crisis situations.
1300 653 227
dss.gov.au/our-responsibilities/communities-and-vulnerable-people/programs-services/emergency-relief
Disaster Assist
Assistance from the Australian Government may be provided to aid the recovery of Australians most affected by an offshore or onshore disaster. In such cases, this website will have up-to-date public information messages, relevant free call numbers, information on Australian Government assistance packages and links to other relevant websites.
disasterassist.gov.au/Pages/home.aspx
MensLine Australia
National telephone and online support, information and referral service for men with family and relationship concerns.
1300 789 978
mensline.org.au
Gambling Help
Counselling, information and support for anyone affected by gambling.
1800 858 858
gamblinghelponline.org.au
Family Relationship Advice Line
National telephone service to assist families affected by relationship or separation issues.
1800 050 321