Vulnerable customers | How we support you - NAB
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Any of us could experience vulnerability
We’re committed to providing extra care and support for customers experiencing vulnerability. This could include a serious illness, loss of job or income, addiction, mental or physical illness, family and domestic violence or elder financial abuse. We’re continually improving the support we offer and how we offer it.
Here are a few ways we support customers experiencing vulnerability:
- Offering specialist assistance to customers in vulnerable circumstances through NAB Care Customer Support Hub.
- Preventing harm by blocking abusive messages in digital banking channels.
- Providing disaster relief grants to customers and colleagues affected by natural disasters through the NAB Ready Together program.
- Supporting financial wellbeing by enabling customers to block gambling transactions on their cards.
For further insights into how we support our customers experiencing vulnerability, view our 2026 Annual Report (PDF, 16MB).
Supporting our customers
We’ve learnt through the pandemic, natural disasters and continuing cost of living pressures that it’s important to reach out as soon as you are concerned about your finances. There are often better outcomes when we’re aware sooner and can put the right support in place for your circumstances.
We’re also working to make banking more inclusive, accessible and safe by listening to our customers and understanding their needs. Customer feedback helps us make our products, services, systems and processes better.
Customers Experiencing Vulnerability Framework
This Framework (2024 to 2026) makes it easier for customers to get the support they need. It focuses on:
- identifying vulnerability earlier
- providing support at every opportunity
- building financial resilience.
Download NAB’s Customers Experiencing Vulnerability Framework 2024 to 2026 (PDF, 1MB)
Easy English
Our Framework is available to read as an Easy English version.
Download NAB Framework for customers who need extra support (Easy English) (PDF, 2MB)
Previous Frameworks
Previous Frameworks, released in 2019 and 2021, outline our approach and record our journey of continuous improvement.
Download NAB’s Framework for Customers Experiencing Vulnerability 2021-2023 (PDF, 3MB)
Download NAB’s Framework for Customers Experiencing Vulnerability 2019-2020 (PDF, 7MB)
We’re committed to the Banking Code of Practice, which sets banking industry standards for inclusivity, accessibility and taking extra care with customers experiencing vulnerability.
Extra Care support
Extra Care is the dedicated support that NAB and our trusted partners can provide when you're experiencing challenging personal circumstances.
First Nations support
Connect with our First Nations support team and explore other trusted resources who can help.
Gambling support
Help to take back control of your gambling spending.
Get in touch
If you’re experiencing a change in your circumstances, need financial hardship assistance or think you might need help in the future, please contact us.
Request financial hardship assistance
If you're having trouble making repayments, you can request financial hardship assistance.
Call NAB Care
Monday to Friday, 8:00am to 8:00pm (AEST/AEDT)
Saturday, 9:00am to 1:00pm (AEST/AEDT)
Call Extra Care Specialist Team
If you’re experiencing vulnerability, speak to our specialists.
Monday to Friday, 8:00am to 7:00pm (AEST/AEDT)
Important information
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