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Financial hardship assistance.
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COVID-19.
We’re currently experiencing high call volumes in response to COVID-19 (Coronavirus). We are here to support all of our customers, and we’re working through your calls as fast as we can.
Coronavirus update and information.
The health, safety and financial wellbeing of our customers is our number one priority. We are ready to support you – now and into the future.
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For Online Savings Account customers.
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Pausing your home loan repayments.
For home loan customers impacted by COVID-19 and the current economic uncertainty, ME has introduced a home loan repayment pause for up to six months.
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Online payment pause sign up.
Online payment pause sign up.
For customers impacted by COVID-19 and the current economic uncertainty, ME has introduced a repayment pause. You can sign up quickly and easily online.
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Let ME help you.
Let ME help you.
Life can take unexpected turns that sometimes make it difficult for you to maintain your account repayments. Perhaps you have lost your job, suffered an illness or injury or have been impacted by a natural disaster like a bushfire, cyclone or flood.
If you find yourself with financial hardship, we encourage you to talk to us as soon as possible about how your change in circumstances is impacting your financial position.
We have a dedicated hardship assistance team that, in many instances, can make a temporary arrangement to help get you back on your feet.
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Getting back on track.
When you speak with us, it is important for you to be as open and realistic as you can be about your financial position. In turn, we will be compassionate in trying to understand your situation and discussing ways we can help.
Contact us
Reach out to us as early as possible. The sooner you contact us, the sooner we can try to help. The best way to let us know about your situation is to call ME on 13 15 63
Monday to Friday 8am – 8pm (AEST/AEDT)
Saturday 9am – 5pm (AEST/AEDT)
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We'll get back to you
We will assess your current financial position and look at the best solution to help you overcome your financial hardship and get you back on track.
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How we can help.
ME offers a range of support options and the assistance provided will depend on your individual circumstances and needs.
After speaking with someone from our hardship assistance team, we will assess your current financial position and try and work out the best solution to help get you back on track.
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Some options include:
- Deferral of repayments
- Reduced repayments
- Arrears capitalisation
- Payment holiday (if loan is variable and in advance)
- Fee waivers
- Other options can be considered on a case by case basis
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What happens when I ask for hardship assistance?
Every situation is unique and depending on your situation, we may need you to provide further supporting documentation when assessing your request for hardship assistance, including:
- Pay slips
- Tax return (if self-employed)
- Centrelink statements
- Employment separation certificate
- Medical certificate
- Property sales agency agreement (if you are intending to sell a property to repay your debt)
- Any written advice of current hardship arrangements with other lenders/creditors
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What happens after I submit my application?
After speaking with someone from our hardship assistance team, we will assess your current financial position and try and work out the best solution to help get you back on track. We may ask for further supporting documentation such as:
- Pay slips
- Tax return (if self-employed)
- Centrelink statements
- Employment separation certificate
- Medical certificate
- Property sales agency agreement
Any written advice of current hardship arrangements with other lenders/creditors After we assess your current situation, we’ll tell you in writing about whether we will be able come to an arrangement in relation to your financial hardship that is individual to you. If we need supporting documentation, please allow up to 21 days after we receive the documentation to process your request.
We strongly recommend customers seek independent financial advice to discuss their options. You can contact the National Debt Helpline 1800 007 007 for free financial counselling services.
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What if you are not satisfied?
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Step 1 - get in touch
If you are not satisfied with the outcome of your hardship request, you can call our customer relations team on 13 15 63.
Alternatively, you can send a secure email using internet banking.
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Step 2 - Contact the Australian Financial Complaints Authority.
If your concern is not resolved, you can get in touch with a customer advocate or lodge a complaint with the Australian Financial Complaints Authority. They will likely encourage you to resolve the matter with ME before they investigate your concerns. The service is free of charge for consumers.
Telephone: 1800 931 678
Email: info@afca.org.au
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001
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Financial counselling resources and support services.
There are services available to assist in times of financial hardship.
National Debt Helpline
Financial debt helpline that provides free, independent and confidential financial counselling
Learn more
Department of Human Services
Access to government services such as Centrelink & Medicare
Learn more
ASIC Money Smart
Information and tools to help make the most of your money, including information about how to manage your debts
Learn more
Ed - the online school of money
Equip yourself with knowledge about budgeting, debt, saving and making the bacon with Ed
Learn more
Doing it tough
Information about financial hardship and money management
Learn more
Mental health support services
There are services available to assist with any stress or anxiety about financial issues, such as Lifeline and Beyond Blue
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For all Australians.
At ME, we believe banking services should be accessible to everyone. That’s why we’ve adopted our Inclusive & Accessible Banking Policy.
See the policy
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Deferring your personal loan repayments.
We've put together some information about taking some time out from your personal loan for up to one month.
Read more
Deferring a home loan repayment
Can’t make your next repayment? Let us know – we can help defer the repayment for up to one month.
Read more
Using a financial counsellor or representative.
If you’d prefer, we can discuss your request for hardship assistance with a nominated representative, such as a financial counsellor, advisor, community worker or solicitor.
Read more
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