Financial support

Financial hardship support

Request or Extend financial support

Financial hardship can happen to anyone

Many unexpected things, like getting sick, losing your job, a natural disaster, or pandemic can cause money problems. These might make it hard to pay back loans or create worries about future payments. We're here to help you find ways to lessen these money worries. If our tool tips aren’t enough, our ING Financial Hardship Support Program could give you more help.

How can we help you?

Apply for Financial Hardship Support

What we can offer

You or someone you nominate can apply for Financial Hardship Support on your ING loan/s whenever you want. Ways we can help depend on your circumstances and may include modifying the terms of your loan by:

  • Temporarily reducing your repayment amounts for a period of time.
  • Pausing repayments for a period of time.
  • Extending the term and or reducing your interest rate.
  • Switching to interest only on your home loan for a period of time.

Modifying the terms of your loan may result in higher repayments, a longer loan term to allow for the full repayment of your loan and/or additional interest charges on your loan. ING will provide further information on whether any of these financial consequences apply to you when your Financial Hardship Support application is approved.

We are also required to inform a credit reporting body if we agree to a financial hardship arrangement. This will be noted on your credit file. To find out more about Comprehensive Credit Reporting, visit

What the process looks like

Apply through your preferred method: online, email, post or phone. You will be asked to provide details of your financial situation, detailing your income, expenses, bills, loans, repayments, and assets.

We'll consider your individual circumstances compassionately, aiming to respond within 14 days. Be ready to provide supporting documents like proof of income, bank statements or medical reports if asked.

Please make sure your contact details are up to date to ensure your application is not declined simply because we can’t contact you where this is necessary.

Ways to apply


The fastest way to apply for financial support with ING: Simply login and select Manage account > Financial support.

Apply online now

Email or post

Simply complete the financial support form, then email to or mail to ING Financial Support Team, GPO Box 4094, SYDNEY NSW 2001.

Financial support form

Call us

Give us a confidential call on 1300 349 166, 8:45am – 5pm, Monday to Friday (AEST/AEDT) and our friendly team will be happy to help.

Take a deep breath, we’ve got your back

Here are some options you can consider to improve your financial situation.

Start building your financial resilience

To help you get started, we've gathered a few tips and tools for managing your financial situation.

Taking control of debt

How to do a budget

Budget calculator

Managing on a low income and government assistance

Discover more free resources to support you and take care of your mental wellbeing.

Manage your borrowed money with ING

  • Lower any recurring payments on your home loan, credit card or personal loan to the minimum repayment amount.
  • Switch to a low-interest rate credit card with no annual fee.
  • Depending on your home loan, you can use money you have available in your redraw facility or offset account.

Secure your property and make a claim

If your ING-insured property is damaged and you want to make a claim, visit our claims support page and see how we can help in emergencies. Making a claim doesn't restrict you from seeking financial hardship support.

Key factors to consider

ING’s assessment and other avenues ensuring a fair resolution of your case and what to do if you’re not satisfied.

Regulations that ensure a fair assessment of your situation

We're committed to following the rules and take our role seriously. We have obligations under different laws, regulations and codes of practice that guide how we assist you, including:

  • National Credit Code: A law that safeguards your interests when it comes to consumer credit.
  • Banking Code of Practice: A set of guidelines that promote good banking practices.

Appeals and complaints process

We are committed to efficient, and fair treatment of our customers, if you are not satisfied with our service or the outcome of your Hardship application, you have some options available:

Call us

You can request an appeal by reaching out to our Financial Support Team at 1300 349 166. Alternatively, if you prefer to make a complaint, you can contact us 24/7 on 133 464 or if you're overseas, please see the toll-free numbers on the page.

Email or post

To submit a written complaint, simply email or mail to ING – Complaints Resolution, GPO Box 4094, SYDNEY NSW 2001.

Seeking additional help

If your complaint can’t be resolved directly with ING, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) directly. Visit their website at Alternatively, you can also contact AFCA by calling 1800 931 678, emailing, or mailing GPO Box 3, MELBOURNE VIC 3001.

Useful resources

Useful resources

Financial counselling

National Debt Helpline

Offers a free, independent and confidential service for those experiencing financial troubles.

Visit website

Small Business Debt Helpline

Offers a free and independent service for small businesses and sole traders in financial difficulty.

Visit website


Offers information about credit reporting and how financial support agreements can be reported.

Visit website

Financial Counselling Australia

FCA is the peak body of financial counsellors in Australia.

Visit website

Doing it tough

The website connects men in NSW who are looking for support with addiction, relationship issues, financial difficulties, abuse, job related challenges and mental health.

Visit website


Offers financial guidance for all Australians, with simple tools, tips and calculators.

Visit website

Budgeting tools

Save for an emergency fund

by MoneySmart

Visit website

How to do a budget

by MoneySmart.

Visit website

Savings goals calculator

by MoneySmart

Visit website

Budget planner

by ING

Visit website

Wellbeing support

Beyond Blue

Offers help with anxiety, depression and suicide prevention.
Call 1800 007 007

Visit website

Way Forward

Provides free debt advice and free financial support.
Call 1300 045 502

Visit website


Helps others through difficult times in their lives.

Visit website

Gambling Help

Offers support for anyone affected by gambling.
Call 1800 007 007

Visit website

Find Food Support from Foodbank Australia

Foodbank is the pantry to the charity sector, for the everyday Australians who are going without.

Visit website


Provides crisis support and suicide prevention services.
Call 13 11 14

Visit website

Interpretation services

Interpreting Service (TIS National)

If you have difficulty understanding or speaking English and need help, please inform us when you make a call. We can arrange for assistance through Translating and Interpreter Services (TIS National).

Visit website

National Relay Service (NRS)

If you are deaf or have a hearing or speech impairment, you can reach out to us through the National Relay Service (NRS).
TTY: 133 677 then ask for 133 464
Voice: 1300 555 727 then ask for 133 464

NRS user registration