Getting started - Helping you during periods of financial difficulty

Our Hardship Assistance Team has helped AMP customers and their guarantors dealing with injury, illness, unemployment, death of a loved one, relationship breakdown, natural disaster recovery or when they are struggling to support their family because of an extenuating circumstance.

It can be difficult to reach out for help. When you do, it’s important to try to be open and as realistic as you can be about your financial position. We’ll be compassionate in trying to understand your situation and finding ways we can help. Together with you, we’ll look at:

  • how your situation has changed
  • your current financial position, and
  • how we may be able to help you with your loan repayments

After you first get in touch with us, we’ll start working with you to find a solution that suits your circumstances. Some options might be:

  • agreeing to interest only repayments for a short period 
  • temporarily postponing or deferring your repayments
  • adding overdue repayments onto the balance of your loan, so that you are no longer in arrears, or
  • extending the term of the loan to reduce the ongoing amount of your repayments. 

Note: These arrangements may require you to pay more interest over the loan term. We’ll help you understand the financial implications to make sure you’re comfortable before going ahead.

We’ll contact you by phone or in writing within 21 days of you contacting us about your financial difficulty, either to confirm whether we can accommodate changes to your arrangements, or to ask for more information.

If your request for financial hardship support isn’t approved, our Hardship Assistance Team will contact you to explain our decision.

If restoring your financial position is unlikely

A permanent change to your financial situation may mean it is unlikely that your financial position can be restored — even if your existing loan were to be changed. In that case, it may not be appropriate for us to offer changes to any payment arrangements under the National Credit Code’s financial hardship process. However, even in these circumstances, we may be able to help you by:

  • agreeing on an alternative arrangement, plan or contract
  • changing the terms of your loan
  • giving you time to sell your property, or
  • giving you information about bankruptcy or insolvency arrangements.

Financial Hardship Information and your Credit Report​

When you enter into a hardship arrangement with us this may be shown on your credit report alongside your repayment history information. This information includes the type of financial hardship arrangement (whether it’s temporary or a variation to your loan contract) and whether you’re making the repayments agreed to in the arrangement - this is called Financial Hardship Information.

You can find out more about how Financial Hardship Information will be shown on your credit report at

Financial Hardship Information is not a reflection of poor credit management. In fact, it can show lenders you’ve taken steps to take control of your financial situation and are working with them to get back on your feet.

If you spot a mistake on your Credit Report about your Repayment History Information regarding a financial hardship arrangement with AMP Bank, please let us know straightaway so we can fix it.

What you can do

If you’re experiencing financial difficulties you can request hardship assistance online.

You can also get in touch by calling our Hardship team on 1300 721 862 from 8am to 5pm Monday to Friday, or our contact centre on 13 30 30 between 8am to 8pm Monday to Friday, or 9am to 5pm Saturday and Sunday, Sydney time.

You can also email us at or you can Live Chat with one of our Bank Hardship team experts. If you select Live Chat enter your details and from the menu select Product Enquiry, Bank, Loans, and Financial Hardship Assistance for Home Loan.

Assistance through Good Shepherd

As part of AMP’s hardship support program for our customers during times of need, we’re proudly partnering with Good Shepherd to bring additional help to those who need it most.

Good Shepherd works with the community to help people feel safe, well connected and economically empowered. They aim to support those struggling with their finances before they find themselves in a crisis.

If you’re experiencing financial hardship, have difficulty managing your money or you’re feeling vulnerable at home and would like extra support, Good Shepherd offers a range of support services to help you address the root cause of what may be leading to financial hardship. Learn more about Good Shepherd

Talk to a financial counsellor

If you’re suffering financial hardship, it may help to talk to a financial counsellor who can provide guidance on how to manage your debts and finances. For free financial counselling, call 1800 007 007 or visit the National Debt Helpline.

If you choose to use a financial counsellor and you would like us to talk to them, you will need to complete a Financial Counsellor Authorisation form. Your financial counsellor will help you complete this form.

Supporting documents

Depending on your loan and particular circumstances, you may need to submit a Hardship assistance information form. We may also request the following kinds of documents. If your circumstances prevent you from being able to access these documents, we’ll help you find a solution.

Injury or illness

  • A medical certificate supporting your injury or illness, your time off work and the anticipated date of your return to work.
  • A letter from your employer confirming leave.


  • Documentation confirming termination of your employment such as a separation certificate, or details including your redundancy or termination payments and, in the case of a home loan, evidence of the income of your co-borrower or guarantor.
  • Documentation confirming your registration as unemployed with Centrelink or Newstart Allowance Statement, and copies of your statements.

A death in the family or death of a co-borrower

  • A copy of the Death Certificate.
  • Where relevant, a letter from your solicitor or executor advising on the status of the administration of the estate.

Business failure

  • If your business has failed, we may ask for documentation confirming receivership, administration, liquidation or closure of business.
  • If your business is suffering from a downturn, we may ask for documentation outlining the situation from an accountant including the previous year’s profit and loss statement and balance sheet.

Income reduction

  • A copy of your latest bank account statements for all other debts as well as details of any current repayment arrangements you may have with other credit providers.
  • A copy of your last two payslips.
  • A letter from your employer confirming the reduction in hours or income.
  • A letter from your accountant confirming the business downturn (if self-employed).

Relationship separation

  • A copy of relevant separation documentation from Centrelink and/or Registry of Births, Deaths and Marriages.
  • Where possible, documentation of any Family Court Orders granted or a letter from your solicitor outlining the situation.

Additional support

These resources may provide additional financial hardship support, depending on your circumstance. If you are experiencing other forms of hardship, visit our additional support page for more resources.

Name  Details  Contact details 
CreditSmart Helpful information on financial hardship arrangements, what’s reported on your credit report and further support.
CreditSmart Information website developed by credit experts to help consumers understand how credit reporting operates in Australia.
Australian Banking Association's Financial Assistance Hub Helpful information and further support material regarding financial hardship.
Salvation Army  Tools and resources to help customers manage their finances.
National Debt Helpline Financial counselling is a free, confidential service to assist if you’re in financial difficulty.
1800 007 007
Way Forward Not-for-profit organisation focused on helping people manage and repay debt.
Uniting Care Provides help, support and guidance.
Wesley Mission Helping people in need.
Australian Tax Office Small Business Information to help small businesses manage their debt.
Money Smart An Australian Securities & Investments Commission (ASIC) initiative offering tips and tools to help make the most of your money.
Money Smart – Women’s money tool kit A toolkit designed to help Australian women manage their finances and enhance their financial wellbeing.
Human Services (Centrelink) Information about Federal Government initiatives and eligibility.
Job Access Gives people with disability, employers, service providers and the community access to information about services, financial assistance and workplace solutions.
Find unclaimed money Simple search tools to find unclaimed money from banks, shares and life insurance.
National Association of Community Legal Centres An independent not-for-profit community organisation that provides legal and related services, focusing on the disadvantaged and people with special needs.

Call us on:

Mon - Fri: 8.00am - 8pm (AEST)
Sat - Sun: 9am to 5pm (AEST)

Important information

The product issuer and credit provider is AMP Bank Limited ABN 15 081 596 009, AFSL and Australian credit licence 234517.

It’s important to consider your circumstances and read the relevant Product Disclosure Statement or Terms and Conditions before deciding what’s right for you. This information hasn’t taken your circumstances into account. Information including interest rates is subject to change without notice.

Any application is subject to AMP Bank’s approval. Terms and conditions apply and are available at or 13 30 30. Fees and charges may be payable. Full details are available in the Fees and charges guide.

This information is provided by AMP Bank Limited. Read our Financial Services Guide available at for information about our services, including the fees and other benefits that AMP companies and their representatives may receive in relation to products and services provided to you. All information on this website is subject to change without notice.

AMP Bank is a member of the Australian Banking Association (ABA) and is committed to the standards in the Banking Code of Practice

A target market determination for these products is available on our TMD page.