Financial Hardship Assistance

If you are concerned about your financial position and feel that you are struggling or may struggle to meet your financial commitments, we may be able to assist you.


BOQ understands that peoples' circumstances change; you might have been made redundant, lost a source of income, suffered an illness or experienced loss or difficulty due to a natural disaster.  


We have a dedicated Hardship Team which is there to assist customers who are experiencing financial difficulty in meeting their commitments, whether those commitments are in respect of a credit card, a personal/car loan or a home loan.


If you have a BOQ term deposit account, you can submit a Notice of Withdrawal with your nearest branch to obtain access to your funds after 31 days.  In circumstances where you are in financial difficulty, your branch can talk to you about financial hardship options relating to these accounts. We've also put together a Fact Sheet that you can access here.


If you would like further information on how BOQ may be able to assist customers who are experiencing financial difficulty in meeting their commitments or would like assistance with completing an application, please call the toll-free hotline number listed below and speak to one of the Hardship Team members.  Alternatively, you can complete a paper application and submit it at any BOQ branch or post it directly to the Hardship Team at the address listed below.


Download the Business Lending application form or Consumer Lending application form for assistance with financial difficulty.


Phone: 1800 079 866
8.30am - 5pm Monday to Friday (AEST)


For credit card hardship assistance please contact the hotline number: 1300 441 287


Mail: Hardship Department
GPO Box 898
Brisbane QLD




Please contact us as soon as possible if you’re having difficulties making your repayments and tell us about your situation. We are here to help.


How can we assist?

The assistance that we will offer will depend on your personal circumstances and what you can afford at this time. We will review and consider any reasonable and mutually acceptable proposal you suggest.


Hardship assistance is approved on a temporary basis, provided that we reasonably expect that you will be in a position to meet your financial obligations following our assessment and in the future.


Assistance may include options such as:

  • Temporary deferral of loan repayments
  • Extending the term of the contract and reducing the contracted monthly repayment
  • Providing interest only repayment options


Redraw Options 

If you’ve been paying more than the scheduled repayments into your home loan or personal loan you might be able to access these funds via a redraw. To find out more about this you can contact our General Enquiries Team on 1300 55 72 72 or speak to your local branch manager.


Making payments 

Automated payments that have been created as a transfer order or from an external institution will remain in place. It is important to continue to make repayments to your loan or credit card whilst your application for financial assistance is being considered.


More Information

You may find the following websites helpful, which provide information on managing your money.