For Customers

Help is available for customers of Australian banks

Get help from the new financial assistance hub, a step-by-step guide out of financial difficulty.
Learn more about customer advocates.
Find out how you can protect yourself from fraud and scams, and what banks look for in a small business loan application.
If you’re having financial difficulties, contact your bank’s hardship team.
Impacted by a natural disaster? Don’t tough it out on your own. Contact your bank

Credit Reporting

Credit reporting is now clearer and fairer, with better protections for a customer’s credit history.

Easy Read Banking Guides

Find easy read banking guides. Click the pictures to download.

Financial Difficulty

Find the phone numbers and websites for your bank’s financial hardship team and get practical help from your bank today.

Financial Assistance Hub

A step-by-step guide out of financial difficulty. The Banking industry’s Financial assistance hub will give you clear and straightforward help.

Scams

Find out what to do if you think you’ve been scammed.

Debt Management Firms

It’s not ok for some unscrupulous operators to rip people off when they’re most in need.

Customer Advocates

Customer advocates help banks handle complaints better, improve customer experience, and minimise the likelihood of future problems.

How to Make a Complaint

Under the Code of Banking Practice, your bank must have a procedure in place to deal with complaints. Your first move should be to contact your bank.

Stories of recovery

Australian banks were able to offer assistance to customers when they needed it the most.

NSW First Home Buyer Choice scheme

Fee-Free ATM Sites

Banks are supporting some of Australia’s most remote communities by providing fee-free ATM withdrawals and balance enquiries.

Natural Disaster Assistance

Strengthening and streamlining the industry’s response to natural disasters will increase Australia’s economic resilience.

Covid support

Australian banks were in a strong position to act as shock absorbers for customers during the COVID-19 pandemic.

Credit Reporting

Credit reporting is now clearer and fairer, with better protections for a customer’s credit history.

Least Cost Routing

When a customer makes a contactless transaction with a merchant using a dual network debit card, the payment can be routed via the least expensive option for the merchant: via Mastercard, Visa or EFTPOS.

Audit Confirmation Request

Are you an auditor needing audit confirmation from an Australian bank? Get the contact methods and details of ABA members here.

COVID-19 Support

Get help with loan deferrals, mortgage restructures, business recovery loans, credit card relief, landlord and tenant help and credit rating protection.

Scams

Find out what to do if you think you’ve been scammed.

Small Business Finance

Find out what banks look for in assessing small business loan applications, and get tips on making a business plan.

The Banking Code

The Banking Code is a set of enforceable standards that customers, small businesses, and their guarantors can expect from Australian banks.

Consumer Outcomes Group

A joint bank and consumer forum dedicated to improving customer outcomes in retail banking.

Stories of recovery

Australian banks were able to offer assistance to customers when they needed it the most.

Natural Disaster Assistance

Strengthening and streamlining the industry’s response to natural disasters will increase Australia’s economic resilience.