What to do if you're experiencing financial difficulty

If the unexpected happens and you’re having trouble paying what you owe, please get in touch. We may be able to help.

Certain events, such as a margin call* or a trade requiring payment, can leave you needing support to get financially back on track. At CommSec, we have a team dedicated to assisting customers experiencing financial difficulty, and may be able to help by:

  • pausing margin loan interest repayments
  • applying concessions to fees and charges
  • working with you to develop a payment plan.

Did you know that missed or late payments can impact your credit report? For further information, please click here.

Our financial assistance process

  1. If you’re experiencing financial difficulty, please contact us on 13 15 19 between 8am-7pm (Sydney time), Monday to Friday. You will be assigned a dedicated case manager, who will ask you questions about your situation and may ask you to provide documents such as payslips, bank statements and medical certificates.
  2. We will review all information available, and get in touch with you to discuss next steps.
  3. At this point, if you choose to apply for financial assistance, we will ask you to submit an application which we will review and either accept or decline.
  4. If accepted, we will work with you to develop a tailored financial assistance plan. If your application for financial assistance is declined, we will let you know our reasons in writing.

If you prefer, we can also work with a representative nominated by you, such as a financial counsellor. Please provide us with their details at any stage of the process. Also, if you have already applied for financial assistance with CommSec and you are not satisfied with the response, you have the right to lodge a complaint. Please click here for more information.

Your financial assistance plan

This tailored plan of action will:

  • provide details of the new arrangement
  • highlight any necessary repayments
  • explain when the new arrangement will end, and advise next steps.

We’re here to help

For more information or to apply for financial assistance with CommSec, please contact us on 13 15 19 or +61 2 9115 1417 if calling from outside Australia, 8am-7pm (Sydney time), Monday to Friday. You may also find these external resources helpful.

Important information
*A margin call happens when one or more of the securities held in a margin loan account decreases in value below a certain point. This results in the investor having to either deposit further collateral (cash, approved shares or managed funds) to increase the portfolio value, or sell a sufficient part of the existing portfolio to reduce the loan balance.



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