Many unexpected things, like getting sick, losing your job, a natural disaster, or pandemic can cause money problems. These might make it hard to pay back loans or create worries about future payments. We're here to help you find ways to lessen these money worries. If our tool tips aren’t enough, our ING Financial Hardship Support Program could give you more help.
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 when 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, visit creditsmart.org.au
What the process looks like
Apply through your preferred method: online, email, post or phone. You will be asked to provide details of your financial situation, detailing your income, expenses, bills, loans, repayments, and assets.
We'll consider your individual circumstances compassionately, aiming to respond within 14 days. Be ready to provide supporting documents like proof of income, bank statements or medical reports if asked.
Please make sure your contact details are up to date to ensure your application is not declined simply because we can’t contact you where this is necessary.
Ways to apply
Online
The fastest way to apply for financial support with ING: Simply login and select Manage account > Financial support.
Apply online now
Email or post
Simply complete the financial support form, then email to financialsupport@ing.com.au or mail to ING Financial Support Team, GPO Box 4094, SYDNEY NSW 2001.
Financial support form
Call us
Give us a confidential call on 1300 349 166, 8:45am – 5pm, Monday to Friday (AEST/AEDT) and our friendly team will be happy to help.
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
Managing on a low income and government assistance
Discover more free resources to support you and take care of your mental wellbeing.
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.
Regulations that ensure a fair assessment of your situation
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 are committed to efficient, and fair treatment of our customers, if you are not satisfied with our service or the outcome of your Hardship application, you have some options available:
Call us
You can request an appeal by reaching out to our Financial Support Team at 1300 349 166. Alternatively, if you prefer to make a complaint, you can contact us 24/7 on 133 464 or if you're overseas, please see the toll-free numbers on the ing.com.au/contactus page.
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
If your complaint can’t be resolved directly with ING, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) directly. Visit their website at www.afca.org.au. Alternatively, you can also contact AFCA by calling 1800 931 678, emailing info@afca.org.au, or mailing GPO Box 3, MELBOURNE VIC 3001.
National Debt Helpline
Offers a free, independent and confidential service for those experiencing financial troubles.
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.
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.
MoneySmart
Offers financial guidance for all Australians, with simple tools, tips and calculators.
Save for an emergency fund
by MoneySmart
How to do a budget
by MoneySmart.
Savings goals calculator
by MoneySmart
Beyond Blue
Offers help with anxiety, depression and suicide prevention.
Call 1800 007 007
Way Forward
Provides free debt advice and free financial support.
Call 1300 045 502
RUOK
Helps others through difficult times in their lives.
Gambling Help
Offers support for anyone affected by gambling.
Call 1800 007 007
Find Food Support from 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
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
Explore some of the most common questions.
