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Help and Support
  1. Help and Support
  2. Supporting You

Supporting You

Many of us will experience financial or personal difficulties at some point in our lives and be in need of extra support. We are here to help you through these difficult times. 

Financial Hardship

If you find yourself experiencing financial difficulties caused by an unexpected life event, you may want to consider applying for financial hardship assistance. Visit our Financial Hardship page for further information regarding the application process. 

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Supporting you in times of need

Unemployment or income loss

We understand that periods of unemployment or income loss can be highly stressful.

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Elder financial abuse

Older Australians are more vulnerable to scams, fraud or instances of financial abuse. 

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Illness or Injury

An illness or injury is any condition or incident that has a negative impact on your wellbeing and quality of life. 

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Domestic and family violence

Domestic violence can happen to anyone and can take many different forms. If you are a victim of domestic violence, you're not alone. We are here to help.

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Financial abuse

Financial abuse occurs when an abuser uses money as a means to gain power and to control their partner, family member, or other acquaintance. 

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Loss of a loved one

The loss of a family member or friend is a difficult time in your life and we are here to help.

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How we can help

Many of us will experience financial or personal difficulties at some point in our lives and be in need of extra help and care. If you find yourself in a vulnerable position and want to understand the support options available at Citi, contact our Customer Service Team on 13 24 84. 

     

    Financial Hardship assistance

    If you find yourself experiencing financial difficulties causes by an unexpected life change, you may want to consider applying for financial hardship assistance. Visit our Financial Hardship page for further information regarding the application process. The sooner you reach out, the sooner we can provide you will support and assistance. 

    Support services

    • Financial assistance

      National Debt Helpline

      A free, confidential service to assist people in financial difficulty. National Debt Helpline have qualified professionals who can provide you with information, support and advocacy. 

      1800 007 007 

      Operating Hours: Monday - Friday, 9.30am - 5.30pm

      ndh.org.au/ 

      Australian Financial Security Authority 

      Useful information and statistics, as well as application forms for managing debts and insolvency in Australia. 

      www.afsa.gov.au/

      MoneySmart

      Easy-to-use tools to help you manage your money, plan, invest, or pay off debt. 

      moneysmart.gov.au/

      Way Forward

      Not-for-profit organisation which aims to help people manage and repay their debts. 

      1300 045 502

      Operating Hours: Monday - Friday, 9am - 5pm

      wayforward.org.au/

    • Legal advice

      Community legal centres Australia 

      A directory of community legal centres in Australia.

      www.clcs.org.au

      Women's legal services Australia 

      A network of legal centres specialising in women's legal services. 

      www.wlsa.org.au/

    • Illness or Injury

      Mental illness support

      Lifeline 

      Provides Australians experiencing mental distress with access to 24 hour crisis support and suicide prevention services. 

      Calls to Lifeline made from a mobile are free. Calls made from a landline are charged the cost of a local call.

      People speaking languages other than English can ring the Translating and Interpreting Service on 131 450 and ask for Lifeline help. 

      Persons who have hearing or speech impairment can request Lifeline support via their usual National Relay Service option.

      13 11 14

      Available 24/7

      www.lifeline.org.au

      R U OK?

      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. 

      www.ruok.org.au/

      Beyond Blue

      Available 24/7, the telephone support service provides information and advice from a mental health professional.

      1300 22 4636

      Available 24/7

      www.beyondblue.org.au/

      Suicide Call Back service

      A nationwide service that provides professional 24/7 telephone and online counselling to people who are affected by suicide. 

      1300 659 467

      Available 24/7

      www.suicidecallbackservice.org.au/

      Head to Health 

      An Australian Department of Health initiative that brings together apps, online programs, online forums and phone services to help you find digital mental health organisations, information and resources to help improve your wellbeing or help someone you care about. 

      		  

      headtohealth.gov.au/

       

      Illness support

      Cancer council 

      Cancer Council 13 11 20 is a free, confidential information and support service. If you or someone who love is dealing with a cancer diagnosis, Cancer Council can help and offer a range of services including information, counselling, practical and emotional support.

      13 11 20

      Operating Hours: Monday - Friday, 9am - 5pm

      www.cancer.org.au/

      Dementia Australia

      Dementia Australia offers over the phone and online information and support services to those affected by dementia. The Dementia Australia Helpline (1800 100 500) is a free, confidential service. 

      1800 100 500

      Operating Hours: Monday - Friday, 9am - 5pm

      www.dementia.org.au/

       

      Support for people living with a disability 

      National Counselling and Referral Service 

      Provides short-term phone counselling support and referrals for people living with a disability, their families and carers. 

      1800 421 468

      Operating Hours: Monday - Friday, 9am - 6pm, Saturday and Sunday, 9am - 5pm 

    • Family or relationship breakdown

      Relationships Australia

      Counselling services, mediation and family dispute resolution services. 

      www.relationships.org.au/

      Family Relationship Advice Line 

      Information and advice on family relationship issues and parenting arrangements after separation. The Family Relationships Advice line is a free and confidential service.

      1800 050 321

      Operating Hours: Monday - Friday, 8am - 8pm

      www.familyrelationships.gov.au/talk-someone/advice-line

    • Domestic and family violence

      1800RESPECT

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

      1800 737 732

      Available 24/7

      www.1800respect.org.au/

      If you are in immediate danger, call 000 for Police and Ambulance. 

      000

      Ask Izzy 

      An A-Z directory of community service support options. This includes emergency housing, meals, money, legal advice, domestic and family violence support and more. 

      askizzy.org.au/

      Mensline Australia 

      Mensline Australia is a 24/7 telephone and online support information service for Australian men. Mensline supports men and boys who are dealing with family and relationship difficulties.

      1300  789 978

      Available 24/7

      mensline.org.au/

      Kids Helpline 

      Free, private and confidential telephone and online counselling service specifically for young people aged between 5 and 25 in Australia. 

      1800 551 800

      Available 24/7

      kidshelpline.com.au/

      Technology Safety Australia

      Provides resources and support on technology, privacy and safety in the context of intimate partner violence, sexual assault and violence against women. 

      techsafety.org.au/

      Aboriginal Family Domestic Violence Hotline 

      Victims Services has a dedicated contact line for Aboriginal victims of crime who would like information on victims' rights, how to access counselling, and financial assistance. 

      1800 019 123 

      Operating Hours: Monday - Thursday, 8am - 6pm

    • Loss of a loved one

      Griefline 

      Griefline is a loss and grief national telephone counselling service, providing free, anonymous support and specialist counselling services to individuals and families. 

      1300 845 745

      Operating Hours: Everyday, 6am - 12am

      griefline.org.au/

    • Elder abuse

      1800 ELDERHelp

      If you or someone you may be at risk of, or experiencing elder abuse, call the National Elder Abuse helpline (1800 353 374). This number will direct you to a state-based service. 

      1800 353 374

      Operating Hours: Monday - Friday, 9am - 6pm

      www.eapu.com.au/helpline

      Safe & Savvy

      Guide for avoiding abuse, scams and fraud for older or vulnerable clients. 

      www.ausbanking.org.au/wp-content/uploads/2019/11/Safe-and-Savvy-web.pdf

      Senior Rights Service 

      A community legal centre that provides advocacy, legal advice and education for older people. 

      1800 424 079

      Operating Hours: Monday - Friday, 9am - 4.30pm

      seniorsrightsservice.org.au/

    • Addiction

      Gambling Help Online 

      A free, confidential service run by the Australian Government. Gambling Help Online is available 24 hours a day, 7 days a week for anyone affected by gambling. 

      1800 858 858

      Available 24/7

      www.gamblinghelponline.org.au/

      Counselling Online - Drug and Alcohol Support

      Provides free online counselling for individuals affected by alcohol or drugs or anyone concerned with use by a family member or friend. 

      www.counsellingonline.org.au/

      ReachOut

      ReachOut is a mental health service provider providing young people and their parents with information, tools and resources on different mental health issues, including addiction. 

      au.reachout.com/mental-health-issues/addiction 

    • Accessibility support

      If you have a hearing or speech impairment you can contact Citibank using the National Relay Service. 

      • National Relay Service www.relayservice.com.au;
      • Telephone Typewriter (TTY) Users - call 133 677; request 02 8225 0615
      • Speak and Listen Users - call 1300 555 727; request 02 8225 0615; or 
      • Internet Relay Users - connect to https://relayservice.gov.au/; request 02 8225 0615.