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Extra care

Interacting with a bank isn't always easy – find out how we can offer extra support when you might need it.

How we can support you

We understand that the support you need can change over time, depending on your health and circumstances. We want to make your banking work for you – so let us know what kind of support you need, when you need it, and how long you'll need it for.
 

We know it's not always easy to talk about your circumstances. So you don't need to tell us why you need this support if you don't feel comfortable doing so.

Let us support you through good and bad times

We can offer you extra help if you need it, in a number of ways.

Accessibility standards

We're committed to providing accessible services to all our customers. To learn how to use common accessibility tools to access our website, visit our 'accessibility' page.

Financial hardship

When you're going through difficult times financially, our dedicated Financial Hardship team can help find a solution for you.

Difficult situations

If you find yourself in a difficult situation in your personal life, we can help support you with your banking needs. We can also advise you of other support that may be available to you.

Life-changing events

We can offer extra support when you're facing unusually stressful events.

Received an abusive message through a payment?

Our customers are important to us. This means it's important that our products, accounts and online banking services are not used in a way that harms others or to perpetuate financial abuse. If you've received a payment or payments with messages that you find abusive, threatening, intimidating or offensive in nature, even if the payment(s) were not from a customer of HSBC, please report this to us by emailing the Extra Care team at extra.care@hsbc.com.au or call +61 2 9762 9060 between 9:00am-5:30pm AEST Monday to Friday. We can discuss the actions we can take to help you.
Hearing or speech impaired?

If you are d/Deaf, hard of hearing or have a speech communication difficulty you can contact the Extra Care team through the National Relay Service, and provide +61 2 976 9060.

Please note, you will need to be an Australian resident and have registered with NRS prior to using the service. International call charges will apply if you are calling NRS from overseas.

Interpreter services
If English is not your first language, we can help. When you call the Extra Care team, just say "I need an interpreter". If there isn’t a staff member who can speak the language you prefer, we’ll connect you to our free telephone-based interpreter service. It offers over 150 languages, so we’ll be able to talk with you in your language.

Access other crisis support

If you're experiencing an emergency, please call 000.

Assistance in your application journey

Applying for a product online may not be the best option for you if:

  • you don't know whether this is the right product for you
  • you've never had a product like this before
  • you've found it hard to use online services
  • you find it hard to read or understand English
  • you're feeling overwhelmed, distressed or concerned due to tough times
  • you'd like to access materials in a different way due to sight or hearing impairments

If that's the case, you can contact us directly instead.

If you decide to go ahead anyway, you can still stop at any time if you:

  • are not sure what you need to do to proceed or the things listed on the application form
  • would like more support from our staff, or an independent party if needed, to complete your application
  • need us to be aware of your situation so we can serve you better
 

You can get in touch with us on 1300 131 605, from Mondays to Fridays, 8am to 8pm AEST. Or you can find a branch near you.

Please note that we can provide general financial product advice only. This advice isn’t tailored to your goals, financial situation or needs. You can also consider if independent legal advice is right for you.