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Financial hardship

We understand that anyone can experience financial problems. We encourage you to contact us to discuss your change in circumstances

Financial Hardship and Disaster Relief

Our approach to financial hardship

We understand that anyone can experience financial problems. Life can take unexpected turns that sometimes make it difficult for you to maintain your repayments. Whether it’s loss of employment, a relationship breakdown or something else, we encourage you to contact us to discuss your change in circumstances.

If you are a RAMS home loan customer, call us on 1800 143 075 or you can email RAMSAssist@westpac.com.au and we’ll contact you as soon as possible.  It is important you include your contact details and other relevant information. If you require Translation Services, please tell us your preferred language.   

Financial hardship support   

When we become aware of your situation, we’ll work with you to understand your needs, circumstances and how an arrangement can help you get back on track. We may be able to tailor support through options such as:

  • Flexible payment arrangements
  • Short-term deferrals or repayment reductions
  • Loan term extensions

Other solutions may also be available depending on your individual circumstances.

Our commitment to you

A professional consultant will assess your request

Your individual situation will be reviewed to find a tailored outcome

If required, we can put you in touch with a free Financial Counselling service

We will need to know:

  • How your circumstances have changed
  • How much you can pay towards your accounts
  • What changes you expect in your circumstance and by when.

Are you experiencing financial difficulty?

Call RAMS Customer Assist on 1800 143 075.  Operating hours 8.30am – 6.00pm (AEST) Monday to Friday, closed weekends and national public holidays.  (We are open on state based public holidays.)

Alternatively you can email RAMSAssist@westpac.com.au and we'll contact you as soon as possible.  It is important you include your contact details and other relevant information. If you require Translation Services, please tell us your preferred language.
 

Call us

If you are in financial hardship call RAMS Customer Assist on 1800 143 075.  If you need to discuss a payment arrangement contact 1800 898 006.  Operating hours 8.30am – 6.00pm (AEST) Monday to Friday, closed weekends and national public holidays.  (We are open on state based public holidays.)

Information for Financial Counsellors & Authorised Third Parties

Below are the standard forms used by Financial Counsellors.

Financial Counsellor Authorisation Form  

Statement of Financial Position Form 

Westpac Groups expectations of authorised third parties

RAMS Authorised Third Party Form

More Information:

Financial Counselling

You can obtain free independent advice from a Financial Counsellor. This is a free service with dedicated people in each state that will work with you to understand your circumstances and help with next steps.

Contact the National Debt Helpline

Contact the National Debt Helpline on 1800 007 007 for a free, independent financial counselling service.

Other resources

Customers in Financial Hardship - Helpful information from the ABA (Australian Bankers' Association Inc)

Financial Counselling Australia (FCA) - FCA is the peak body for Financial Counsellors in Australia

MoneySmart - an initiative of the Australian Securities & Investments Commission (ASIC) which offers tips and tools to help you make the most of your money.

Do you think you may be experiencing financial hardship - Sometimes people are uncomfortable with being open about their true financial circumstances. They might be worried that the bank or lender will penalise them, or they may feel embarrassed. 

 

 

  

 

 

 

 

FAQs - financial hardship