Mortgage borrowers affected by the recent severe weather and floods in Queensland are encouraged to reach out to their banks to discuss options for financial support.

Australia’s major banks have rolled out their emergency support measures for their clients, offering relief packages for loans, credit cards, and other services.


ANZ General Manager for QLD and NT Jacqueline Auf der Maur urges clients to reach out to the bank at their most appropriate time to discuss their options for financial assistance.

“When the time is right, ANZ will be there to help and we encourage customers to contact us when they are ready so we can provide some support through this devastating time,” she said.

The following measures are available for ANZ customers:

  • Short-term payment relief on home loans, credit cards, personal loans, and some business loans (ANZ may still impose interest on deferred loans)
  • Waiving fees for restructuring business loans
  • Waiving fees for accessing term deposits early
  • Emergency funds and temporary accommodation for ANZ Home and Contents Insurance

How to contact ANZ: The bank has a dedicated financial hardship hotline that can be reached through 1800 149 549. Clients can also visit ANZ’s Natural Disaster Support Page.


CommBank is rolling out special arrangements for their customers in flood-affected areas.

The bank’s emergency assistance package includes the following:

  • Customised payment arrangements for home loan, credit card, personal loan, and some business loans.
  • Waiver for fees and charges
  • Temporary overdrafts, additional loans, or emergency credit limit increases (subject to approval)
  • Waiver for fees and notice periods for early access to term deposits.
  • Expediting of claims for CommInsure clients

CommBank group executive for retail banking Angus Sullivan said the bank is open to discuss further options to their customers.

“Dangerous conditions like this can cause a lot of distress and we want to alleviate some of that worry by offering a range of support measures to impacted customers,” he said.

How to contact CommBank: Clients can call 1800 314 695 or visit CommBank’s Emergency Assistance page.


NAB Queensland executive for retail Tom Crowley said the bank is open to provide customers access to immediate financial support.

“We know this is impacting a lot of people across Queensland — we are here to help and the number one priority is to stay safe,” he said.

The following measures are currently available to NAB customers:

  • Reducing and moratorium on home and personal loan repayments
  • Credit card and personal loan relief
  • Waiving the establishment fee for restructuring business facilities
  • ​​​​​​​Concessional loans to customers seeking support to restructure existing facilities to assist in repairs, restocking and re-opening for business
  • NAB Assist tele-consults for customers
  • Wellbeing support for colleagues and customers

On top of these measures, NAB will offer $1,000 grants to clients who have experienced significant damage to their homes.

The $1,000 grant is aimed to help cover costs such as temporary accommodation, food and clothing.

How to contact NAB: Clients can reach out to NAB by calling 1300 308 132 for personal customers and 1300 769 650 for business customers. The bank also has a dedicated Disaster Relief page.


Westpac chief customer engagement officer Ross Miller said tailored support measures are accessible to customers who are currently facing financial difficulties resulting from the recent floods.

“While safety should be everyone’s first priority, we want our customers to know that when they need financial support, we have our customer teams standing by ready to respond,” he said.

Westpac’s emergency support includes:

  • Home loan deferrals of up to three months
  • Payment deferrals for up to 90 days for credit cards
  • Discounted interest rate for personal loans (no establishment fees)
  • Waived interest rate adjustments for term deposits
  • Restructuring of existing loans

How to contact Westpac: Westpac clients can apply for assistance online or can reach out to the Westpac Assist team on 1800 067 497.

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