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Extra care

Interacting with a bank isn't always easy – find out how we can offer extra support when you might need it.

How we can support you

Facing tough times or living with a disability? We can offer you extra support with your banking when you might need it. We have a range of resources to help you access our banking services if you need special support or have particular needs.

You're always welcome to speak to us directly to discuss what kind of support you may need.

Let us support you through good and bad times
We can offer you extra help if you need it, in a number of ways.

Accessibility standards

We're committed to providing accessible services to all our customers. To learn how to use common accessibility tools to access our website, visit our 'accessibility' page.

Financial hardship

When you're going through difficult times financially, our dedicated Financial Hardship team can help find a solution for you.

Difficult situations

If you find yourself in a difficult situation in your personal life, we can help support you with your banking needs. We can also advise you of other support that may be available to you.

Life-changing events

We can offer extra support when you're facing unusually stressful events.

Received an abusive message through a payment?

Our customers are important to us. This means it's important that our products, accounts and online banking services are not used in a way that harms others or to perpetuate financial abuse. If you've received a payment or payments with messages that you find abusive, threatening, intimidating or offensive in nature, even if the payment(s) were not from a customer of HSBC, please report this to us by emailing the Extra Care team at or call +61 2 9762 9331. We can discuss the actions we can take to help you.

Additional support

Feedback and complaints

If we can improve something or you're not happy with our products, services or staff, please let us know.

You can complete our online form or visit our feedback and complaints page for more ways to get in touch with us.

Customer advocacy

Did you know that there is a person in our bank whose job it is to give customers a voice? The Customer Advocate helps understand what customers need and they can escalate issues to the CEO if they think we're not keeping our promises.

Our Customer Advocate team can be contacted by email at or by post at:

Head of Customer Advocacy

HSBC Bank Australia Limited

Tower 1 – International Towers Sydney

100 Barangaroo Avenue

Sydney NSW 2000

Access other crisis support

If you're experiencing an emergency, please call 000.

Assistance in your application journey

Applying for a product online may not be the best option for you if:

  • you don't know whether this is the right product for you
  • you've never had a product like this before
  • you've found it hard to use online services
  • you find it hard to read or understand English
  • you're feeling overwhelmed, distressed or concerned due to tough times
  • you'd like to access materials in a different way due to sight or hearing impairments

If that's the case, you can contact us directly instead.

If you decide to go ahead anyway, you can still stop at any time if you:

  • are not sure what you need to do to proceed or the things listed on the application form
  • would like more support from our staff, or an independent party if needed, to complete your application
  • need us to be aware of your situation so we can serve you better

You can get in touch with us on 1300 131 605, from Mondays to Fridays, 8am to 8pm AEST. Or you can find a branch near you.

Please note that we can provide general financial product advice only. This advice isn’t tailored to your goals, financial situation or needs. You can also consider if independent legal advice is right for you.