Is your current situation due to COVID-19?

If you are experiencing difficulties as a result of COVID-19, there are some other options you can consider before applying for Financial Hardship. You can read more about our COVID-19 cash flow options here.

What is Financial Hardship?

Financial Hardship can occur when your life circumstances unexpectedly change and this impacts your ability to service your current financial commitments. Financial Hardship assistance is provided to help you bridge the time it takes to get back on track. Examples of these changes include, but are not limited to, unemployment or reduction in income, a medical condition, natural disaster, family separation or family violence.

How to access Financial Hardship assistance

If your financial circumstances have changed and you are unable to pay your account(s), you can request assistance by completing our online application form. Please ensure you have access to the mobile number you have registered on your credit card account. A code will be sent to authenticate your identity before you can proceed with the application.

Please also have information about your income, expenses and assets on hand before you commence the application. Once you start filling in your details, you will need to complete the application as you will be unable to save and return to the form at a later stage.

If you are unable to access the online application form, you can apply by downloading a copy of the PDF Application Form and logging on to Internet Banking and clicking ‘Go to Credit Card Services’. Select the ‘Card Services’ menu, then ‘Document Upload’ and follow the prompts.

Alternatively, you can email your application to us at dms.au@citi.com or mail to PO Box 3453, Sydney, NSW 2001.


Important Information before you apply for Financial Hardship Assistance

• Citigroup Pty Ltd ABN 88 004 325 080 ("Citibank") AFSL/Australian credit licence 238098 is the credit provider and issuer of the Suncorp Credit Cards. If you hold other Citigroup Credit Cards, Ready Credit, Personal Loan product(s), including partner products, your request for financial hardship assistance will be applied on all your accounts.

• Once we have received your completed application form, one of our representatives will contact you to discuss your situation and solutions that may be available to assist you.

• You are not required to provide supporting documents at the time you submit your application. If we do require supporting documents, we will let you know.

• If you have been or are still paying for insurance on your Credit Card account(s) you may be eligible to make a claim with the insurer. Your account statement will indicate the name of the insurer you need to contact. An insurance policy wouldn't preclude you from applying for financial hardship assistance if you still require it.

• From the time we receive your request that you require financial hardship assistance and during the process including the time you are on an approved program, your repayment history will be reported as 'blank' to the credit bureaus. This is standard practice when reporting for customers experiencing financial hardship.

• Your card / account may be suspended from the time we receive your application for hardship assistance, and if approved, during the entire period you are on financial hardship. Ability to transact post your Financial Hardship assistance will be based on your card or account status.

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Support services

Organisations available to help you through difficult times

Cancer Council

If you or someone you love is dealing with a cancer diagnosis, Cancer Council can help and offer a range of services including information, counselling, practical and emotional support.

Lifeline

Lifeline provides Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services. Call Lifeline at any time on 13 11 14.

R U OK?

RUOK is a not-for-profit organisation helping inspire everyone to have regular, meaningful conversations to help anyone who might be struggling with life’s ups and downs.

1800RESPECT

If you or someone you know is impacted by sexual assault, domestic or family violence, reach out to 1800RESPECT or call 1800 737 732.

National Debt Helpline

Financial counselling is a free, confidential service to assist people in financial difficulty. The National Debt Helpline website also has easy to follow, step-by-step guides for tackling debt problems.