How to request assistance as an individual
If you’re experiencing financial hardship, we’re ready to help you get back on track. Our Customer Assist team can answer questions and help you get started with your request.
Call us on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST). You can also visit your nearest Suncorp Bank branch.
1. Get started by organising information about your financial situation.
When contacting us about financial difficulty, we’ll ask you to provide information about:
2. Submit a Request for Financial Assistance form.
This form helps us consider ways we can help you, but it isn’t mandatory. You can provide the information we need in another format, for example in an email or a letter.
For customers who have difficulty providing a request in writing, please call us on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST).
Everything you tell us is confidential and assessed on a case-by-case basis.
How to submit your request:
Email Customer Assistance
Suncorp Bank Customer Assist Team IPC 4RE055, GPO Box 2432, Brisbane, QLD 4001
Fax: (07) 3031 2008
For any questions about Requests for Financial Assistance, please call our Customer Assist team on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST).
If your request relates only to a Suncorp Bank Clear Options Credit Card account, please see below.
What happens once you’ve submitted a Financial Assistance request?
Rest assured that while we’re considering your request, we won’t do anything to change the status of your loan.
Because it takes time to understand each customer’s unique circumstances, we may need up to 21 days to review and respond to your request once we have all the required information. Find out more.
Can you nominate someone to discuss your Financial Assistance request on your behalf?
Yes, with your approval we can discuss your request with a person you nominate, such as a financial counsellor.
There are free and confidential financial counselling services that provide advice to Australians in every state and territory.
Find out more:
- National Debt Hotline website or call them on 1800 007 007
- The Money Smart website of the Australian Securities & Investment Commission (ASIC)
- 'Doing-It-Tough' by the Australian Banking Association
Learn about other helpful resources.
Is your request related only to a Suncorp Bank Clear Options Credit Card account?
As of Monday, 24 November 2025, the arrangement between Suncorp Bank and National Australia Bank (NAB), the issuer of Suncorp Bank Clear Options Credit Cards, has ended.
If your financial difficulty request relates only to a Suncorp Bank Clear Options Credit card account, please visit mycard.com.au.
Take the next step
Australia and New Zealand Banking Group Limited (ABN 11 005 357 522) (ANZ) acquired Norfina Limited (ABN 66 010 831 722 (Suncorp Bank) on 31 July 2024. As Suncorp Bank is now part of the ANZ Group, it may be necessary to vary the terms of your Suncorp Bank product to match the terms of a similar ANZ product. This means you may end up with a product that has different terms and features to those you initially applied for. In any event, Suncorp Bank will provide you with a more detailed notice of these changes if the variation applies to your products. A full list of these changes for each product can be found at suncorpbank.com.au/variation. Please contact us if you have any questions or if there is a feature that is important to you.
Home Loan, Personal and Business Banking products are issued by Suncorp Bank (Norfina Limited ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882) to approved applicants only. Eligibility criteria, conditions, fees and charges apply and are available on request. Please read the relevant Product Information Document and terms and conditions before making any decisions about whether to acquire a product.
