Status of the StepUP Loan Program
The StepUP Loan program was a long-standing initiative established as a partnership between NAB and Good Shepherd to provide affordable microfinance options for Australians on low incomes. Launched to help individuals access essential goods and services when they were excluded from mainstream credit, the program served as a pathway to financial inclusion for many people for nearly two decades.
Please note that the StepUP loan program is no longer available, and all associated accounts have been closed. NAB continues to focus on financial inclusion and support for vulnerable customers through other initiatives, most notably its partnership with Good Shepherd to provide No Interest Loans (NILS) and other financial assistance programs.
Alternative Financial Support Options
| Program | Details |
|---|---|
| No Interest Loans (NILS) | Small, fair, no-interest loans for essential items, managed by Good Shepherd. |
| NAB Hardship Support | Tailored assistance for customers experiencing temporary financial stress. |
| Financial Counselling | Access to expert services to help manage debt and financial literacy. |
How to Access Current Support
If you are seeking financial assistance, the following steps will guide you toward currently active support programs.
- Visit Good Shepherd: For information on No Interest Loans (NILS) for household essentials, medical costs, or education, visit the official Good Shepherd Australia New Zealand website.
- Contact NAB for Hardship: If you are a current NAB customer experiencing difficulty with existing repayments, contact the bank directly at 13 22 65 to discuss hardship assistance options.
- Seek Expert Advice: Use professional financial counselling services if you need help managing debt or understanding your financial options.
Troubleshooting Support Enquiries
If you have questions regarding a closed StepUP account or need to find new support, here is how to resolve common issues.
MFA / Login Issues
- Cause: You cannot access details about a historical account due to expired credentials or an outdated profile.
- Simple Fix: If you are a current NAB customer, use the standard banking login; for closed StepUP accounts, you must call the bank directly.
- Fallback Action: Call 13 22 65 for assistance with any legacy enquiries related to the StepUP program.
Browser or App Errors
- Cause: Outdated bookmarks pointing to the old StepUP program page may result in "page not found" errors or redirects.
- Simple Fix: Navigate to the main NAB sustainability or 'No Interest Loans' pages for the most current information.
- Fallback Action: Use the site search function on nab.com.au to locate the latest support programs.
Locked Account / ID / Access Issues
- Cause: Attempting to access a closed or archived account structure will naturally result in access denial.
- Simple Fix: Confirm the status of your inquiry with a customer service representative.
- Fallback Action: Visit a local NAB branch with photo ID to verify your status if you believe you have an active account-related concern.
Pro-Tip: If you are looking for help with household essentials, the best starting point is often the No Interest Loan Scheme (NILS) managed by Good Shepherd. These loans are specifically designed to cover items like refrigerators, washing machines, and medical expenses without the burden of interest or fees, making them a sustainable alternative to commercial credit.
Frequently Asked Questions
Q: Why is the StepUP loan no longer available?
Banking programs are periodically reviewed, phased out, or evolved to better meet the current needs of the community and the regulatory environment. While the StepUP program has concluded, the partnership between NAB and Good Shepherd continues with a focus on No Interest Loans (NILS), which remain a highly effective way to help people on low incomes access necessary items. Your practical next step is to visit the Good Shepherd website to see if you are eligible for a NILS loan.
Q: I have questions about my past StepUP account—who do I call?
Any legacy enquiries regarding closed StepUP accounts should be directed to NAB’s general customer support line. You can contact them at 13 22 65, where a representative will be able to verify your identity and check the records associated with your profile. One limitation is that because the program has been discontinued, the range of available actions for these accounts is limited. Your practical next step is to have your personal identification ready and clearly state you are enquiring about a legacy StepUP account.
