Understanding Bankwest Financial Hardship Support
Facing financial difficulties due to unexpected life events such as illness, job loss, or a natural disaster can be overwhelming. If you are struggling to meet your minimum monthly repayments for a home loan, personal loan, or credit card, Bankwest has dedicated procedures in place to help you manage your financial obligations without losing control of your assets.
The most crucial step is to act early. By reaching out to the Bankwest Customer Assist team before you miss a payment, you open up a wider range of supportive options. These may include options such as payment deferrals or reduced repayment arrangements, depending on eligibility. Below is a comprehensive guide on how to securely apply for financial hardship assistance, navigate the digital platforms, and get back on track.
| Category | Details |
|---|---|
| Digital Application | Message a Financial Assist Specialist via the app or online banking |
| Phone Support (Domestic) | Call the Customer Assist team on 1300 769 173 (6am - 6pm AWST, Mon-Fri) |
| Phone Support (Overseas) | Call +61 8 9481 8115 for international assistance |
| Response Time | The bank will generally contact you within three business days |
How to Request Financial Hardship Support
If you are struggling to cover your minimum monthly repayments or require continuous financial guidance, our dedicated Financial Assist team is here to support you. We can work together to find manageable solutions for your credit card or loan repayments during difficult times. You will also find a variety of additional helpful resources listed below.
Ways to Get in Touch:
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Mobile App & Online Banking: Log in to your digital banking profile and send us a secure message. Simply ask to be connected with a Financial Assist Specialist.
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Hours of Operation: Our specialists are available to help you via live chat or telephone from 6:00 am to 6:00 pm AWST, Monday to Friday.
Direct Contact Channels:
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Phone (Domestic): 1300 769 173
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Phone (International): +61 8 9481 8115
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Email: [email protected]
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Fax: 1300 552 839
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Mailing Address:
Financial Assist
Post Office Box E237
Perth WA 6841
Troubleshooting Common Access Issues
If you are trying to reach out for help but run into technical barriers, here is how to resolve the most common pain points:
- MFA (Multi-Factor Authentication) Delays: If you are logging in to send a secure message but aren't receiving the SMS code, check your mobile reception. You can also use your physical Bankwest Secure token to generate a code instantly. If you cannot log in, bypass the app entirely and call the 1300 number.
- Browser Errors: If you are trying to access the Bankwest Online Banking hardship forms on a desktop and the page crashes or hangs, clear your browser cache and cookies, or try opening an incognito/private window to bypass conflicting data.
- Locked ID / PAN: If you enter the wrong password multiple times due to stress, your Personal Access Number (PAN) will lock automatically. You must call general support at 13 17 19 to verify your identity and unlock your account before you can send a secure message.
Pro-Tip: Before calling or messaging the bank, complete a basic budget planner. Have a written list of your exact current income, your essential living expenses (rent, utilities, groceries), and the exact figure you can afford to pay the bank each month. Having this data prepared drastically speeds up the assessment process and increases the chances of an immediate, tailored resolution during your first interaction.
Frequently Asked Questions
What kind of help can Bankwest provide?
Depending on your unique situation, the bank may offer to customize your payment arrangements (such as deferring or reducing repayments), restructure your loans, apply interest rate concessions, or switch a home loan to interest-only repayments for a specified period.
Will applying for hardship affect my credit score?
Entering into a formal hardship arrangement will be recorded on your credit report as a "financial hardship information" flag alongside your repayment history. However, this is generally much better for your long-term credit health than missing payments, defaulting, or having an account sent to a debt collection agency.
Can I appoint someone else to speak to the bank for me?
Yes. If you are feeling overwhelmed, you can fill out a Third Party Request Form to authorize a family member, friend, or a free financial counsellor (like those at the National Debt Helpline) to negotiate with the Bankwest Financial Assist team on your behalf.
