Getting help if you are experiencing financial difficulty

If you have been financially impacted by the COVID-19 and are having financial difficulties or can’t make your loan repayments, the first step is to contact your bank.

Please visit the Australian Banking Association’s (ABA) Financial Assistance Hub for further information about how your bank may be able to assist.

If you find yourself in a dispute with your bank about a request for assistance, you can also contact the Australian Financial Complaints Authority (AFCA) for help.

Support for small businesses

Further information about support for small business customers is available on the ABA’s website:

Australian Banking Association support for small business

The BCCC’s role

The BCCC monitors banks to make sure that they are following the Code. Our aim is to help banks lift their standard of service, giving customers a better banking experience.

The BCCC issued a Media Release in April 2020 setting out its response to the COVID-19 pandemic.

If you want to let the BCCC know about a possible Code breach, you can report an issue using our online form.

Temporary COVID-19 changes to the Banking Code of Practice

On 25 June 2020, the Australian Banking Association announced it has made temporary changes to the Banking Code of Practice to reflect the fact that the COVID-19 pandemic may temporarily affect the provision of banking services.

The temporary changes have been approved by ASIC.

Read the Banking Code here.