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How to apply

Please complete the Hardship Assistance enquiry form, or if you’d rather continue this enquiry with a Personal Banker, you can call us on 132 411 (local) or +679 321 3000 (overseas) or visit any ANZ branch.

Hardship Assistance Enquiry

Enquiry form

What happens after

Once you’ve submitted your enquiry, we’ll contact you within 10 working days for further details, so we can make an accurate assessment of your current financial situation.

Documents you may need to provide

When we contact you, we will need you to provide further information which may include:

  • Last 3 months’ pay slips for each applicant, showing year to date income.
  • Evidence of additional income (i.e. rental income, benefits, boarder income).
  • Last 3 months’ statements for bank accounts held with other banks.
  • Last 6 months’ statements for any loans with other banks, finance companies or stores (i.e. credit cards, personal loans, hire purchases).
  • Evidence that rates and house insurances are paid and up-to-date.

Frequently asked questions

Can someone else apply on my behalf?

If you would prefer to deal with ANZ via a third party (e.g. a family member or financial representative), that person can complete the online enquiry form for you. Before we can speak to them about your application you’ll both need to complete an Agents Authority form. We will arrange this with you after your enquiry has been submitted.

What if my application is declined?

We will let you know why, and talk to you about any alternative options that may be available.

What is not considered unexpected financial hardship?

You may not be entitled to apply for unexpected hardship relief if:

  • you are still able to meet your financial commitments (even though an unexpected event may have occurred), or;
  • you have over committed or have over spent and are not able to meet your financial commitments.

If these situations apply to you, and you are having financial difficulties, ANZ may still be able to help. With a free A-Z Financial Review, an experienced Personal Banker can talk to you about your situation and give you information about options that may help you get your finances back on track. To book a free A-Z Financial Review, simply call 132 411 (local) or +679 321 3000 (overseas) or come into any ANZ branch.

How do I apply for financial hardship assistance if there is a relationship breakdown with joint loan/s?

Please complete the online enquiry form and clearly state your current situation. We will need to receive financial information and discuss the application with both parties. However, we will not discuss your personal details with the joint party.

What if my situation changes after financial hardship assistance has been provided?

It’s important that you advise us as soon as possible so that we can review your situation and ensure the appropriate assistance is in place.

Will my financial hardship application affect my relationship with ANZ?

We understand that unexpected events happen and you are certainly not alone in experiencing financial hardship. We’re here to help all our customers, whatever their situation.

Do I have to be behind in my loan payments to be able to apply for hardship assistance?

No. You can make an application at any time if you are experiencing hardship. We encourage you to talk to us about your situation before you fall behind in your repayments.

Do I have to have a home loan to qualify for assistance?

No, unexpected hardship relief can be applied to all of our financial and lending products. Applications for financial hardship assistance are reviewed on the basis of each customer’s individual situation.

What will happen if I just don’t make my repayments?

It’s always better to talk to us about your situation as early as possible, rather than simply ignoring it. We’ll do everything we can to help you get your finances back under control. If you miss your loan repayments, the results can be serious. If you’ve given us a mortgage over your house and don’t meet your repayments, then we could sell your house to recover money you owe us. If you have other loans and don’t meet your obligations, then we can take debt recovery action against you which may prevent you borrowing money from us and other lenders in the future.

Can I apply for assistance if I have already had a hardship application approved before?

Yes. All applications will be assessed on a case by case basis.

Can I apply for financial hardship assistance for my business lending if my business is struggling financially?

Hardship assistance only applies to your personal lending. If your business is having financial difficulties, please contact your Relationship Manager for assistance. Alternatively you can contact our Contact Centre team on 132 411 (local) or +679 321 3000 (overseas) anytime.

Do I need to continue making my payments after I have submitted my hardship assistance enquiry form?

Yes. It’s important to keep making your regular repayments if possible. We will contact you within 10 working days to discuss your enquiry form.

What if I prefer to apply for unexpected hardship relief in writing?

We encourage you to complete the Hardship Assistance enquiry form on this website if possible or visit your nearest ANZ branch for assistance. If you prefer to apply in writing, you can write to an ANZ branch.

We’re here to help

Simply contact our team.

Contact us

132 411 (local)

+679 321 3000 (overseas)


(24 hours, 7 days)

Visit a branch

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Terms and conditions available upon request. Fees and charges apply.