If you are experiencing unexpected financial difficulty and are concerned about your ability to meet your home loan repayments, Westpac offers Financial Hardship Assistance. This program is designed for customers facing genuine life challenges—such as job loss, illness, or a relationship breakdown—where a temporary adjustment to your repayment schedule may provide the necessary breathing room to stabilize your finances.
Applying for hardship assistance involves a formal assessment of your current financial situation, including your income, expenses, and overall budget. Because assistance is determined on a case-by-case basis, the bank will work with you to understand your specific circumstances and identify a solution that aligns with your capacity to pay, which could include repayment pauses, reduced payments, or term extensions.
| Category | Details |
|---|---|
| Application Methods | Online (via Westpac Assist portal), Telephone |
| Processing Time | Contact within 5 business days; decision within 21 days |
| Eligibility | Customers experiencing genuine financial difficulty |
| Key Requirements | Budget details, proof of income, and documentation of hardship |
Steps to Request Mortgage Payment Assistance
1. Assess your position: Before applying, review your current budget to understand your total income against your unavoidable expenses. Having these figures ready helps ensure the bank can accurately assess your affordability.
2. Initiate your application: Visit the Westpac Assist website to complete the online hardship application form. Alternatively, if you prefer to discuss your options, call the Westpac Assist team directly on 1800 067 497.
3. Provide supporting details: Be prepared to disclose information about your income, debts with other institutions, and the nature of your hardship. You may be required to submit documentation such as payslips, medical certificates, or Centrelink statements.
4. Wait for the assessment: Once submitted, the bank will review your circumstances. You can expect a response or a request for further information within the bank's standard assessment timelines.
5. Review the formal arrangement: If approved, you will receive a letter outlining the conditions of your hardship arrangement. Review this document carefully to understand your revised obligations.
Troubleshooting Common Application Issues
MFA or Login Issues
Cause: If you have changed your mobile number recently, you may stop receiving the SMS security codes required to log into the online Assist portal.
Fix: Use the 'Forgot Password' or 'Update Contact Details' links if the system allows, or verify your identity via a secondary channel like a branch visit.
Fallback: Call the Westpac Assist team directly at 1800 067 497 to verify your identity over the phone and lodge your request without needing digital MFA.
Browser or App Errors
Cause: Outdated web browsers can sometimes cause the online hardship form to freeze or fail to submit when you click "Finish".
Fix: Clear your browser’s cache and cookies, or try opening the portal in an incognito or private browsing window.
Fallback: If the form continues to error, call the Assist team to process your application over the phone with a consultant.
Locked Account or ID Access Issues
Cause: Repeated failed login attempts to your digital banking profile will trigger a temporary security lockout, preventing access to the online form.
Fix: Wait for the standard security suspension to lift before attempting to log in again with correct credentials.
Fallback: Contact the bank's general support line to have a representative verify your identity and help you regain access to your profile.
Pro-Tip: Before you call or apply online, draft a simple one-page summary of your current weekly income and essential living expenses. Having this "budget roadmap" ready makes the application process significantly smoother, as it allows you to provide clear answers to the bank's assessment questions immediately.
Frequently Asked Questions
Will applying for hardship assistance affect my credit score?
When you enter into a formal financial hardship arrangement, a 'hardship flag' may be placed on your credit report for that specific account. While this won't show the reason for the hardship (such as medical issues), it indicates that your credit contract has been varied. In many cases, if you comply with the revised repayment terms, this arrangement may not negatively impact your ability to borrow in the future in the same way as a default would. You should consider the long-term impact on your credit file before proceeding and may wish to consult the Credit Smart website for more details on how hardship flags operate.
What happens if the bank declines my request for assistance?
If your application for hardship assistance is not approved, the bank is required to provide the reasons for this decision in writing. A decline does not necessarily mean you have no options; it may mean the bank requires further information or that the proposed repayment plan is not sustainable for your circumstances. Your next step should be to contact a free, independent financial counsellor through the National Debt Helpline (1800 007 007). They can review your rejection, help you gather necessary evidence, and advise on your rights to appeal the decision or seek further assistance.
