Financial hardship - Term Deposits

Our approach to financial hardship

At ING we understand that anyone or any business may experience difficulties coping with financial commitments due to unforeseen circumstances. For example, a loss of employment, a relationship breakdown, illness or injury may cause you to struggle with your expenses. Where you are suffering from hardship our Hardship Team is here to help.

How do I apply for hardship?

If you need to close your Term Deposit prior to the maturity date, you must provide us with at least 31 days' advance notice (except in the case of hardship).

If you are experiencing hardship and require the funds in your Term Deposit prior to the 31 day notice period elapsing, you will need to complete our Hardship Request Form (and provide supporting documentation) which you can obtain by calling 133 464 and talking to one of our Customer Care Specialists. On receipt of your completed Hardship Request Form and supporting documentation, our Hardship Team will promptly assess your request and contact you regarding the outcome.

What happens after you submit your hardship request?

After we have received your hardship request, it will be assessed by one of our Hardship Specialists and we'll aim contact you regarding the outcome of your assessment within five business days.

Should we require additional information, one of our Hardship Specialists will contact you to discuss the matter further.

What if my hardship request is approved?

A Hardship Specialist will contact you to advise you that your hardship request has been approved.  Your Term Deposit will be closed and the full balance transferred to your nominated linked bank account.

What if my hardship request is declined?

A Hardship Specialist will contact you to advise you that your hardship request has been declined. Your Term Deposit will be closed after the 31 day notice period has elapsed. The full balance transferred to your nominated linked bank account.

You might find these websites useful:

  • Doing it tough: helpful information about financial hardship from the ABA (Australian Bankers' Association Inc)
  • Financial Counselling Australia (FCA): FCA is the peak body of financial counsellors in Australia
  • Debt Self Help: a site developed by FCA to help get your finances back on track through providing self-help tools, fact sheets, letter templates and other information
  • MoneySmart: a website created and run by the Australian Securities and Investment Commission (ASIC) offering information to help people make smart choices about their finances