Financial Hardship

We understand that life can take unexpected turns. For this reason, we have developed policies and processes to assist members with their mortgage loans, personal loans and credit cards in times of financial hardship.

If you are having difficulty meeting your financial commitments please contact our Member Assist department on the details below. They'll discuss your circumstances discreetly and provide a solution to help you through this tough time.
Alternatively, you can apply for Hardship relief by completing the Hardship Relief form and returning it to Heritage. When the form is received, we will contact you to discuss your application further.

Contact us

You can get in contact with our Member Assist Department on the following details:

Phone: 1800 222 030 (Option 1) during business hours 


 Member Assist Department
        Reply Paid 190 
        Toowoomba  QLD  4350 
        (No stamp required if posted in Australia)

Flood Relief

Contact us now for assistance

If you've been financially impacted by flood please reach out to us as soon as possible. Our team is available 24/7 and will work quickly to assess your situation and advise how we can help. 

If you’re unable to make your next mortgage, personal loan or credit card repayment due to flood impacts, contact our dedicated repayment and hardship support team on 1300 726 100.

For all other Flood Relief Package enquiries please call 1300 191 629.

Our Relief Package includes:

  • Hardship provisions to help impacted members through their situation.
  • Waiving fees associated with restructuring of loans needed because of flood or bushfire impacts. 
  • Waiving or refunding fees incurred because flood or bushfire impacts have made it impossible for members to comply with requirements of their accounts, for example missed payments.
  • Early redemption on Term Deposits and Farm Deposit Management accounts for members impacted by flood or bushfires, without fees or penalties.

We also understand that some staff in affected areas may need to prioritise ensuring the safety of loved ones. We also know that some of our staff are emergency service volunteers and may be called on to help in a flood response. Heritage supports our staff in these activities and understand it may impact on their ability to get to work as usual.

Above all, safety is the number one priority. If you live in an impacted area we encourage you to monitor the situation through the media and emergency service websites. If you’re on the road, remember if it’s flooded forget it!

COVID-19 Relief

We understand the ongoing impact that COVID-19 is having and how quickly the situation can change for our members. We appreciate that everyone’s circumstances are different, so we have a range of ongoing assistance measures that we can make available for an agreed amount of time. These include: 

  • Deferral or reduction of home loan and business loan repayments, with interest capitalised
  • Deferral or reduction of personal loan and credit card loan repayments, with interest capitalised
  • Interest only repayment on home loans

If you are financially impacted by COVID-19 please reach out to us as soon as possible on 1800 222 030 (option 1). Our team will work quickly to assess your situation and advise how we can help. Alternatively you can apply for relief by completing the Hardship Relief Form. Learn more about our response to COVID-19. 

Financial Elder Abuse

Financial abuse occurs when someone manipulates another person’s decision-making, or controls access to their money or other property without their consent. It’s a serious issue that can affect anyone, however some people, like the elderly, or other vulnerable and isolated people are at higher risk.

National Elder Abuse Helpline

The Australian Government’s national elder abuse help line can help you to access elder abuse services and support in your state or territory. 

Call 1800 ELDERHelp (1800 353 374) (free call) to talk to someone about potential or actual elder abuse. You can also request information specific to elder financial abuse.

Alternatively, visit

My Aged Care - Aged Care Concerns

If you have concerns about any aspect of your aged care service, or a loved ones, you can contact My Aged Care. Call 1800 200 422 or visit to access information on making a complaint.

Contact Heritage Bank

If you would like more information about financial abuse or would like to talk confidentially about your situation you can get in contact with one of our trained staff via a number of ways:

For more options visit our Contact page.