Contact us

Relationship managed clients:

1300 365 591
between 9am & 5pm AEST, Monday – Friday

Corporate clients:

02 8253 1240
between 9am & 5pm AEST, Monday – Friday

03 9608 3722
between 9am & 5pm AEST, Monday – Friday

Equity Sales & Distribution team:

02 8253 1240
between 9am & 5pm AEST, Monday – Friday

Westpac Structured Equity Investments:

1800 990 107
between 8am & 6pm AEST, Monday – Friday

BT Margin Lending:

1800 816 222
between 8am & 6.30pm AEST, Monday – Friday

BT Managed Accounts:

1800 222 790
between 8.00am & 6.30pm AEST, Monday – Friday

Debt, hybrid & deposit products:

02 8254 1240
between 9am & 5pm AEST, Monday – Friday

FX & commodities:

02 8254 1240
between 9am & 5pm AEST, Monday – Friday

Financial Difficulty

If the unexpected happens and you’re having trouble paying what you owe, please get in touch. We may be able to help.

Sometimes unexpected events can occur in life which can leave you needing support to get financially back on track. Our Customer Service team may be able to help customers experiencing financial difficulty by:

  • applying concessions to fees and charges; and/or
  • working with you to develop a payment plan.

Our financial assistance process

  1. If you’re experiencing financial difficulty, please contact us. You will be assigned a dedicated case manager, who will ask you questions about your situation and may ask you to provide documents such as payslips, bank statements and medical certificates.
  2. We will review all information available, and get in touch with you to discuss next steps.
  3. At this point, if you choose to apply for financial assistance, we will ask you to submit an application which we will review and either accept or decline.
  4. If accepted, we will work with you to develop a tailored financial assistance plan. If your application for financial assistance is declined, we will let you know our reasons in writing.

If you prefer, we can also work with a representative nominated by you, such as a financial counsellor. Please provide us with their details at any stage of the process.

If you have already applied for financial assistance with us and you are not satisfied with the response, you have the right to lodge a complaint. Please click here for more information.

Your financial assistance plan

This tailored plan of action will:

  • provide details of the new arrangement
  • highlight any necessary repayments
  • explain when the new arrangement will end, and advise next steps.

We’re here to help

For more information or to apply for financial assistance with us, please contact us.

You may find information about Westpac Assist helpful.

You may also find these external resources helpful: