Our approach to financial hardship
At ING DIRECT 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 financialcounsellingaustralia.org.au.
How to apply
Download our Statement of Financial Position form
If you have any questions:
Email us at: firstname.lastname@example.org
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 DIRECT 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.
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're unhappy about the decision that we've made or the support that we've provided, you may make a complaint to ING DIRECT, if we're unable to resolve it, you may also approach the Financial Ombudsman Service. For more information about our hardship guidelines click here.
- Customer Excellence Team
- ING Bank (Australia) Limited
- Reply Paid 4094
- Sydney NSW 2001
- Phone: 1800 367 287;
- Fax: 03 9613 6399
- Website: www.fos.org.au; or
- Write to: Financial Ombudsman Service
- GPO Box 3
- Melbourne VIC 3001