How to request assistance as an individual
If you’re experiencing financial hardship, we’re ready to help you get back on track. Our Customer Assist team can answer questions and help you get started with your request.
1. Get started by organising information about your financial situation.
When contacting us about financial difficulty, we’ll ask you to provide information about:
2. Submit a Request for Financial Assistance form.
This form helps us consider ways we can help you, but it isn’t mandatory. You can provide the information we need in another format, for example in an email or a letter.
For customers who have difficulty providing a request in writing, please call us on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST).
Everything you tell us is confidential and assessed on a case-by-case basis.
How to submit your request:
Suncorp Bank Customer Assist Team IPC 4RE055, GPO Box 1453, Brisbane, QLD 4001
For any questions about Requests for Financial Assistance, please call our Customer Assist team on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST).
What happens once you’ve submitted a Financial Assistance request?
Rest assured that while we’re considering your request, we won’t do anything to change the status of your loan.
Because it takes time to understand each customer’s unique circumstances, we may need up to 21 days to review and respond to your request once we have all the required information. Find out more.
Can you nominate someone to discuss your Financial Assistance request on your behalf?
Yes, with your approval we can discuss your request with a person you nominate, such as a financial counsellor.
There are free and confidential financial counselling services that provide advice to Australians in every state and territory.
Find out more:
- National Debt Hotline website or call them on 1800 007 007
- The Money Smart website of the Australian Securities & Investment Commission (ASIC)
- 'Doing-It-Tough' by the Australian Banking Association
Learn about other helpful resources.
Is your request related only to a Suncorp Clear Options Credit Card account?
Citigroup is the credit provider and issuer of Suncorp Clear Options Credit Cards. If your financial difficulty request relates only to a Suncorp Clear Options Credit Card account and not a Suncorp Bank loan or account, please visit the credit card financial hardship page or call 1800 268 077 (9am-9pm, Mon-Fri, AEST). Citigroup may be able to provide options such as payment variations, reduced payment plans and reduced settlements.
If you are experiencing difficulties as result of COVID-19, there are some other options you can consider before applying for Financial Hardship. You can read more about our COVID-19 cash flow options here.
Take the next step
Banking products are issued by Suncorp-Metway LTD ABN 66 010 837 722 AFSL No 229882 Australian Credit Licence 229882 (Suncorp Bank)