COVID-19 support

In these uncertain times you can depend on us.

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Helping you access the Bank

Assistance Package for borrowers impacted by COVID-19

Mobile Office and Business Centre cancellations

Coronavirus fraud and scam warnings


With COVID-19 we are facing unprecedented and challenging events. As a mutual bank, a community and as Australians, it is important that we come together to support each other.

We would like to assure you that the entire team at the Bank is taking all necessary measures to support and protect you. We have instituted a number of actions to keep our members, our customers, our employees, and our wider community as safe as practicable.

We are monitoring the situation on a daily basis, are following the advice of the Australian Government authorities, and implementing their travel directives and their risk mitigation strategies as appropriate.

As always, the health and safety of our members and staff is our primary focus, and we are committed to continuing to deliver banking services during these uncertain times.

Helping you access the Bank

All our usual banking services are available, be that:

If your visit to a branch is not strictly necessary, you can stay safe and continue to bank with us via one of these channels.

Please refer to our website, or call our friendly staff if you need assistance to access these channels or are not sure what to do.

Our branches and offices are being cleaned more than usual

The steps we are taking include:

  • Regular cleaning and disinfection of all of the high touch, high–traffic surfaces in branches throughout the day.
  • Free standing hand sanitisers in each branch for use by members and employees. Please make use of this when transacting in person in a branch.

Looking after our members and our staff

  • Our staff will wear gloves to handle cash.
  • For now, our Mobile Lenders will stop visiting members at home and at their workplace and instead will continue to provide consultations and service by phone and email.
  • We have ensured that our employees have the information they need to stay healthy, and the ability to stay at home if they are unwell in any way.
  • We have implemented a work-from-home policy for our employees on a rotational basis, to facilitate social distancing.
  • We have encouraged employees to restrict domestic business travel and face-to-face meetings, and instead use online or phone conferencing facilities where practicable.

Assistance Package for borrowers impacted by COVID-19

We understand the difficulties and challenges you could be facing right now, and we are committed to supporting our members during these uncertain times.

If you are in financial difficulty due to your temporary loss of employment or reduction in your income as a result of COVID-19, the Bank offers a number of options depending on your circumstances.

We have deployed extra team members to make sure we are here for you.

Some options for Home Loans

If you have a variable rate Home Loan:

  • you may be able to reduce the amount of your minimum monthly repayment and retain the same Loan Term.
  • you may have funds available to redraw if you have been paying more than your minimum monthly repayments. If so, these funds can be used to:
    • make the minimum monthly repayments - in which case, there is nothing you need to do; or
    • help you through this uncertain period – in which case, please transfer the funds to your transaction or savings account now; or

If you have an offset account

You can access those funds to make the minimum monthly repayments on your loan or you can transfer them to help you through this uncertain period.

Defer your Home Loan repayments

You may be able to defer your repayments for three months with a further review after three months. During the deferral period, interest will continue to be added to your Home Loan.

At the end of the deferral period, you may be able to extend your Loan Term. To be eligible for a deferral of your repayments, your Home Loan must not be in arrears and not have any funds available for redraw.

How to apply for a Repayment Pause on your Home Loan

  • Send an email to creditassistance@tmbl.com.au titled ‘Request for Repayment Pause’ and provide your name, your Home Loan account number and the reason why you are requesting a Repayment Pause along with any evidence of your loss of employment or reduced income; or
  • Call us on (02) 8831 1919 from 8.30am to 5.00pm weekdays (Sydney time).

Thank you for your patience as we work through this

Due to the high number of calls currently being received, you may need to leave your details so we can call you back. All calls will be returned as soon as we possibly can. Please do not leave follow up messages or send more than one email on the same request, as that delays our ability to respond.

When you apply for a repayment pause via call or email, you can rest assured that we will respond to you with our decision within 7 business days.

Request Financial Hardship – Home Loans, Personal Loans, Redicredits and Credit Cards

If you are not eligible for a Repayment Pause as detailed above, you can apply for Financial Hardship.

Financial Hardship is applicable to Home Loans, Personal Loans, Redicredits and Credit Cards.

Please complete the Credit Assistance Application Form and send it to us in an email titled ‘Request for Financial Hardship’ at creditassistance@tmbl.com.au

If Financial Hardship is approved, the Bank will not be reporting missed repayments to Credit Reporting Bodies during the period of Financial Hardship. This means your credit score will not be significantly impacted.

Please note: We’re receiving a large number of requests and thank you for your patience until we get back to you. Our team will be in touch with a decision within 7 business days.

Some options for Personal Loans

If you have been paying more than your minimum monthly repayments, you may have funds available in your redraw. If so, these funds can be used to:

  • Make the minimum monthly repayments – in which case, there is nothing you need to do; or
  • Help you through this uncertain period – in which case, please transfer the funds to your transaction or savings account now.

Some options for Credit Cards

If you:

  • Have credit available on your credit card, you may wish to reduce or cancel your credit card limit to avoid overcommitting yourself; or
  • Wish to reduce or clear your credit card debt, you may benefit from establishing a regular repayment plan.

For further information, please go to Credit Card FAQs.

If contractual repayments are not made

If part or all of your repayment is deferred or not made, any unpaid interest will be added to your Home Loan, Personal Loan or Credit Card balance. This means that the balance will increase which will have consequences for you, for example increased future repayments and/or a longer Loan Term.


Mobile Office and Business Centre cancellations

We love the opportunity to serve and support you at our Mobile Offices and Business Centres. However, please note that due to the COVID-19 crisis these scheduled events have been cancelled for the safety of our members and staff. We apologise for any inconvenience caused. All other usual banking methods remain available, including mobile banking, internet banking, and telephone banking.

Find more information on how you can access the bank.

We will update our events page with the latest information when these events are available again.


Coronavirus fraud and scam warnings

Just like personal hygiene is extremely important when it comes to stopping the coronavirus, practicing good cyber-hygiene is needed to stop the emotional distress and financial loss you and your family may suffer as a victim of fraud or a scam.

The Australian Government’s Scamwatch has warned of recent coronavirus scams and phishing attempts, as criminals try to take advantage of members of the community during this pandemic.

Please be extra mindful of this if you receive unsolicited text messages, phone calls or emails. If you are not confident that you know the source of the message or call, delete it or hang up immediately.

Keep in mind, while the Bank may contact you from time to time, we will NEVER ask you to provide your Access Code, PIN or One-Time Password, or any other code associated with your online banking.

Learn more about protecting yourself against fraud and scams


Thank you for your support 

We would like to thank you for your continued support and showing understanding to our team members as they work hard to support you with everyone’s safety and wellbeing in mind. 

We will provide further updates to members if there are any significant changes in circumstances. Please refer to our website for the latest information.

If you have any general enquiries, please contact us by email or phone or visit our Help Centre.