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Extra care

Find out how we can offer extra banking support when you might need it.

How we can support you

We understand that the support you need can change over time, depending on your health and circumstances. We want to make your banking work for you – so let us know what kind of support you need, when you need it, and how long you'll need it for.
 

We know it's not always easy to talk about your circumstances. So you don't need to tell us why you need this support if you don't feel comfortable doing so.

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 extra.care@hsbc.com.au – for other options to contact us visit financial abuse page.

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 7pm AEST/AEDT. 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.

Types of power of attorney

What is a power of attorney?

A power of attorney (POA) is a legal document used in Australia. It lets you choose someone you trust (your attorney) to make financial or legal decisions for you.

Common types include:

  • General POA – usually ends if you can no longer make your own decisions
  • Enduring POA (EPOA) – can continue (or start) if you can no longer make your own decisions

Decision‑making capacity means you can:

  • Understand what the decision is about
  • Think about the options and what might happen
  • Communicate your decision

Capacity is assessed under the laws of your state or territory.

If you have decision‑making capacity, you can keep managing your accounts. HSBC will only accept instructions from an attorney if they match the POA or EPOA, the law, and what we know at the time.

A POA or EPOA can help you manage your money by letting a trusted person act for you. But it can also be misused if it’s not understood or not used properly.

What should I do if I want to set up a POA or an EPOA?

Before you set up a POA or EPOA:

  • Make sure you and your attorney understand what they can and can’t do
  • Think about what access you’re comfortable giving them

We recommend getting independent legal advice from a qualified lawyer, so you can feel confident the POA or EPOA is right for your situation.

For more information and tips on planning ahead, see Part 3 of the Safe and savvy guide.

What must an attorney do?

If you’re acting as an attorney, you must:

  • Act in the customer’s best interests and in good faith
  • Follow the POA or EPOA document (including any limits or conditions)
  • Involve the customer where possible, and respect their wishes if they can make decisions
  • Keep clear records of decisions and transactions you make for the customer
  • Avoid conflicts of interest and not use the role to benefit yourself or someone else
  • Keep money separate – don’t mix the customer’s money with your own
How can HSBC help you?

To help protect our customers, we may:

  • Ask for documents to confirm your authority and any limits or conditions (including whether an EPOA is in effect)
  • Ask questions about transactions that seem unusual or don’t appear to benefit the customer
  • If there is more than one attorney, confirm how they must act (for example, together) before we proceed
  • Place temporary limits or checks on an account while we confirm authority or look into possible misuse

Changes we need to know about

Please tell us as soon as possible if:

  • The POA or EPOA is changed, cancelled (revoked), or replaced
  • An attorney can no longer act
  • The account holder’s situation changes in a way that affects decision‑making (for example, concerns about capacity or possible misuse)

Who to contact

To let us know about any of the above changes or if you have any concerns Contact Us so we can discuss support options and appropriate safeguards.

Access other crisis support

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