Life can throw challenges your way, and sometimes that means money worries. If you’re finding it hard to keep up with loan repayments or feeling stressed about making payments, we’re here to support you. Our goal is to help you find practical ways to ease the pressure. Start with our helpful tips, and if you need more assistance, our ING Financial Hardship Support Program is ready to step in.
Beyond financial support, we’ve put together some extra care and support resources for when you might need a hand. Learn More.
What we can offer
You or someone you nominate can apply for Financial Hardship Support on your ING loan/s whenever you want. Ways we can help depend on your circumstances and may include modifying the terms of your loan by:
Modifying the terms of your loan may result in higher repayments, a longer loan term to allow for the full repayment of your loan and/or additional interest charges on your loan. ING will provide further information on whether any of these financial consequences apply to you if your Financial Hardship Support application is approved.
We are also required to inform a credit reporting body if we agree to a financial hardship arrangement. This will be noted on your credit file. To find out more about Comprehensive Credit Reporting, click here.
What the process looks like
Apply using your preferred method: online, email, post or phone. You’ll be asked to provide details of your financial situation, including your income, general expenses, ongoing repayments and assets.
Once we assess your application, one of our friendly financial support specialists will contact you within 21 days to discuss suitable options and let you know if any extra information is needed. If you’re unable to provide certain documents, please let us know as soon as possible.
You’ll then receive written confirmation explaining the details of any agreements made with you or why we’re unable to provide financial hardship support at this time.
We want to make sure you’ve received the right hardship arrangement and have the support you need. If your hardship arrangement results in a permanent change to your contract or a longer-term arrangement (generally greater than 6 months), we’ll contact you approximately 3 months after entering the arrangement. Otherwise, we’ll be in touch within the last 4 weeks of your arrangement end date.
Keeping your contact details up to date is also important. It helps us stay connected if we need to reach you and can help prevent unnecessary delays processing your application.
For more information, please see our FAQs.
Ways to apply
There are a range of ways to apply for financial support with ING.
Online
Login and select ‘Manage account’ > ‘Financial support’.
Apply online now
Email or post
Simply complete the financial support form, then email to financialsupport.au@ing.com or mail to ING Financial Support Team, GPO Box 4094, SYDNEY NSW 2001. Use the below link to download a copy of the financial support form.
Financial support form
Call us
Give us a confidential call on 1300 349 166 option 4, (+61 9018 5314 if calling from overseas) 8:45am – 5pm, Monday to Friday (AEST/AEDT) excluding public holidays and our friendly team will be happy to help.
If you’d like some help applying, you can call us on the numbers above or nominate a representative. Learn more here.
Please note: If you've submitted an application within the last 12 months and your personal and financial circumstances have not changed, please call us on 1300 349 166 option 4 to chat through your options.
Here are some options you can consider to improve your financial situation.
Start building your financial resilience
To help you get started, we've gathered a few tips and tools for managing your financial situation.
Taking control of debt
How to do a budget
Budget calculator
Beyond financial support, we’re also here to help with life’s curveballs. We’ve put together some extra care and support resources for when you might need a hand. You’ll also find other free resources to support you and take care of your wellbeing below.
Manage your borrowed money with ING
Secure your property and make a claim
If your ING-insured property is damaged and you want to make a claim, visit our claims support page and see how we can help in emergencies. Making a claim doesn't restrict you from seeking financial hardship support.
ING’s assessment and other avenues ensuring a fair resolution of your case and what to do if you’re not satisfied.
Protections for customers in financial hardship
We're committed to following the rules and take our role seriously. We have obligations under different laws, regulations and codes of practice that guide how we assist you, including:
Appeals and complaints process
We’re committed to treating every customer with fairness, respect, and efficiency.
If you’re not satisfied with our service or the handling of your financial hardship support application, you can request an appeal or raise a complaint by contacting our financial support team.
Call us
The financial support team can be reached by calling 1300 349 166 option 4 (+61 9018 5314 if calling from overseas) 8:45am – 5pm, Monday to Friday (AEST/AEDT) excluding public holidays. You can also email the team directly on financialsupport.au@ing.com.
Email or post
To submit a written complaint, simply email customer.complaints.au@ing.com or mail to ING Complaints Resolution, GPO Box 4094, SYDNEY NSW 2001.
Seeking additional help
You can also lodge a complaint with the Australian Financial Complaints Authority (AFCA) directly. Simply visit afca.org.au, call 1800 931 678, email info@afca.org.au or mail Australian Financial Complaints Authority, GPO Box 3, MELBOURNE VIC 3001.
National Debt Helpline
Offers a free, independent and confidential service for those experiencing financial troubles.
Call 1800 007 007
Small Business Debt Helpline
Offers a free and independent service for small businesses and sole traders in financial difficulty.
CreditSmart
Offers information about credit reporting and how financial support agreements can be reported.
Ask Izzy
A mobile-friendly website that connects people in crisis with the services they may need such as food, accommodation, counselling and more.
Financial Counselling Australia
FCA is the peak body of financial counsellors in Australia.
Doing it tough
The website connects men in NSW who are looking for support with addiction, relationship issues, financial difficulties, abuse, job related challenges and mental health.
Way Forward
Provides free debt advice and free financial support.
Call 1300 045 502
MoneySmart
Offers financial guidance for all Australians, with simple tools, saving and budgeting tips and calculators.
Beyond Blue
Offers help with anxiety, depression and suicide prevention.
Call 1800 007 007
13YARN
A national support line for Aboriginal and Torres Strait Islanders in crisis situations who may be having difficulty coping or feeling overwhelmed.
Call 13 92 76
1800RESPECT
A national support service for domestic, family and sexual violence. Services include confidential counselling, information and support.
Call 1800 737 732
Ask Izzy
A mobile-friendly website that connects people in crisis with the services they may need such as food, accommodation, counselling and more.
Gambling Help
Offers support for anyone affected by gambling.
Call 1800 007 007
Foodbank Australia
Foodbank is the pantry to the charity sector, for the everyday Australians who are going without.
LifeLine
Provides crisis support and suicide prevention services.
Call 13 11 14
RUOK
Helps others through difficult times in their lives.
13YARN
A national support line for Aboriginal and Torres Strait Islanders in crisis situations who may be having difficulty coping or feeling overwhelmed.
Call 13 92 76
Mission Australia
Provides a range of services to assist disadvantaged individuals or families finding safe and affordable housing, and provides support to people with mental illness or disabilities.
Call 1800 951 123
Community Restorative Centre
Provides a range of services to people in NSW involved in the criminal justice system and their families.
Call 02 9288 8700
Dementia Australia
This national peak body supports those who are living with dementia as well as their families and carers.
Call 1800 100 500
Department of Agriculture, Fisheries and Forestry
Australian Government website supporting agricultural, fishery, food and forestry industries. The website provides resources and help for farmers and rural communities.
National Disability Services
The NDS is Australia’s biggest network of disability service providers and organisations.
QLD Elder Abuse Prevention
Provides information, support and referrals on preventing elder abuse situations as well as support during a situation. Services can be accessed by people inside and outside of Queensland.
Call 1300 651 192
Senior Rights Service
A community organisation that provides support to and helps protect the rights of older people in New South Wales through free legal advice, advocacy and information.
Call 1800 424 079
Interpreting Service (TIS National)
If you have difficulty understanding or speaking English and need help, please inform us when you make a call. We can arrange for assistance through Translating and Interpreter Services (TIS National).
National Relay Service (NRS)
If you are deaf or have a hearing or speech impairment, you can reach out to us through the National Relay Service (NRS).
TTY: 133 677 then ask for 133 464
Voice: 1300 555 727 then ask for 133 464
Easy Read references
You can access the following topics in an Easy Read format. These are written in plain language ‒ short and clear ‒ but also follow specific rules and use images to support key messages.
How to get help with late loan payments
Temporary support if you cannot pay a loan
Permanent support if you cannot pay a loan
About time to sell hardship arrangements
What if I cannot provide identification? Aboriginal or Torres Strait islander
Explore some of the most common questions.
How do I apply for financial support?
What is a financial hardship arrangement?
Will financial support impact my credit report?
What are the hardship options available?
What happens after you submit your hardship application?
What if my hardship application is approved?
What if my hardship application is declined?
What is INGs approach to financial support?
What is a financial counsellor?
Click here to see more FAQ’s
