Financial hardship

Our approach to financial hardship

At ING we understand that our customers 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 loan repayments.

Our Hardship Team will try to help you find a suitable solution to manage your home loan repayments whilst you get back on your feet.

What are the options available?

There are various options available, including the following:

Capitalisation of arrears

Postpone or reduce repayments

Change of home loan type

Hardship assistance is designed for temporary relief to help you get back on your feet. If your financial situation has changed permanently or you're unable to maintain repayments in the long term, you may wish to seek advice from a Financial Counsellor. Financial Counsellors Australia is an independent body who provides free confidential financial counselling. For more information, call 1800 007 007 or visit their website

How to apply

Download our Statement of Financial Position form

If you have any questions:

Email us at:


Call our Hardship Team on 1300 349 166, Monday to Friday 8.45am to 5.00pm (EST).

Outside business hours, please call 133 464 (24 hours 7 days) and speak with one of our Customer Care Specialists to assist with your enquiry.

Financial Counsellors & Authorised Third Parties

If you have a third party who you would prefer us to deal with, make sure you nominate them as your Authorised Agent on the Statement of Financial Position form.

ING also accepts industry standard forms, including those used by Financial Counsellors.

What happens after you submit your application?

After we have received your application, it will be assessed by one of our Hardship Specialists and we will notify you of the outcome within 21 days.

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

Natural disasters

If you have been affected by a natural disaster, including a bushfire or flood, please call us immediately on 1300 349 166.

More Financial Hardship FAQs

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

Department of Human Services


There are three key regulatory frameworks that govern how we must deal with you if you are experiencing financial hardship. They are:

The National Credit Code - which is the law governing consumer credit and is designed to protect consumers' interests

The Code of Banking Practice - which is a charter on good banking practice. See a copy of the Code here

The Australian Government's Hardship Principles - These are intended to ensure that Banks and other credit providers treat customers fairly and provide appropriate support if they are experiencing financial hardship.

If you are unhappy with the decision that we've made, you can request for an appeal by contacting the Hardship Team on 1300 349 166. If you are still unhappy with the decision, or the support that we have provided, you can make a complaint by calling us on 133 464 or +61 2 9028 4077 (if you are overseas). If you want to put your complaint in writing, please write to us at:

  • ING - Complaints Resolution
  • GPO Box 4094
  • Sydney NSW 2001
  • OR
  • Email -

If an issue has not been resolved to your satisfaction, and you have made a complaint to ING which we're unable to resolve, you can lodge a complaint with the Australian Financial Complaints Authority - AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Australian Financial Complaints Authority

For more information about our hardship guidelines click here.