What to do if you require financial support
If the unexpected happens and you're in need of financial support, please get in touch. We're here to offer you the support you need.
Certain events can leave you needing financial support. These can include financial hardship, major events, emergencies, life changes and situations involving financial abuse and domestic and family violence.
At CommSec, we have a team dedicated to assisting customers in need of support, and may be able help by:
- pausing margin loan interest repayments
- applying concessions to fees and charges
- working with you to develop a payment plan
- referring you to specialised support services such as counselling, legal support and medical services
Our financial support process
If you are in need of financial support, please contact 13 15 19 from Monday to Friday between 8am and 6pm (Sydney time). You will be assigned a dedicated case manager, who will ask you questions about your situation and assist you with any immediate enquiries.
You may require financial support for a number of different reasons. Below, you will find additional information on how CommSec can assist you based on your circumstances.
Financial hardship
- A margin call*, a trade requiring repayment, or a change in your personal circumstances may leave you in need of financial assistance
- We will ask you to provide documents such as payslips, bank statements and medical certificates to support your application
- If accepted, we will work with you to develop a tailored financial support plan. If your application is declined, we will let you know our reasons in writing.
Approved financial assistance plans will:
- Provide details of the new arrangement
- Highlight any necessary repayments
- Explain when the new arrangement will end, and advise on any next steps
If you prefer, we can work with a representative nominated by you, such as a financial counsellor. If this is the case, please provide us with their details at any stage of the process.
If you have already applied for financial assistance with CommSec and you are not satisfied with the response, you have the right to lodge a complaint.
Did you know that missed or late payments can impact your credit report? Please click here for more information on credit reporting.
Financial abuse
If you are in a situation where you are exposed to financial abuse, we can help empower you to regain control of your finances.
Family and domestic violence
If you are experiencing domestic and family violence (including situations of financial abuse), we can provide confidential support to help you with your immediate banking needs.
We’re here to help
For more information or to apply for financial support with CommSec, please contact us on 13 15 19 or +61 2 9115 1417 if calling from outside Australia. We are open 8am and 6pm (Sydney time), Monday to Friday. For additional resources on financial support, including financial hardship, family and domestic violence, and financial abuse, please visit the CBA Financial Support site.
Important information
*A margin call happens when one or more of the securities held in a margin loan account decreases in value below a certain point. This results in the investor having to either deposit further collateral (cash, approved shares or managed funds) to increase the portfolio value, or sell a sufficient part of the existing portfolio to reduce the loan balance.
