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Supporting our customers when they need it most

If you’re experiencing a severe financial crisis and struggling to meet your basic living needs, you may be eligible for a one-off Customer Care Grant.

Customer Care Grants are designed to provide practical support to customers experiencing significant financial stress as a result of challenging personal circumstances or unexpected life events.

In some cases this can have a substantial impact on a person’s wellbeing and ability to meet essential day-to-day living expenses. The program aims to offer timely assistance during periods of genuine need, helping customers navigate difficult circumstances and regain stability.

Customer Care Grants may be able to help customers facing challenges such as: 

Domestic and family violence

Domestic or family violence, including situations where a person needs assistance to leave or recover from an unsafe situation.

Serious illness, injury or disability

Serious illness, injury, disability, or ongoing medical treatment that’s affecting a person’s independence or ability to work.

Physical or mental health challenges

Serious physical or mental health challenges that are significantly impacting a person’s wellbeing or ability to financially support themselves.

Natural disasters or crisis events

Natural disasters or other significant crisis events that have had a serious impact on a person’s circumstances or ability to recover financially.

Unexpected financial pressures

Unexpected expenses or financial setbacks that have made it hard to cover essential living costs or maintain financial stability.

Homelessness or housing instability

Homelessness, housing instability, or difficulty maintaining a safe and stable place to live.

What you need to know

Customer Care Grants are available to eligible BCU Bank customers who may need extra support when things get difficult. 

Customers can apply themselves or nominate another eligible BCU Bank customer. 

To be eligible, the receiving person must: 

  • be a current customer of BCU Bank
  • have been a customer for at least six months 

Applications are reviewed based on each person’s individual circumstances, and assessment timeframes may vary depending on the application. We'll let you know whether your application is successful. 

Before applying, please read the terms and conditions. 

 

Financial hardship support

If you have a home loan, personal loan, or credit card with P&N Bank and you’re worried about keeping up with your repayments, please contact us as soon as possible.

Our team will work with you to understand your situation and discuss the support options that may be available.

Learn more about financial hardship assistance

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