CBA understands each customer will have different needs and we encourage them to discuss their individual circumstances by either contacting the bank in the CommBank app or phoning 1800 314 695. Business customers can also call 1800 314 695 or speak with their dedicated CommBank relationship manager.
For more information on the support we're providing to impacted communities, visit: commbank.com.au/support/emergency-assistance.
CBA Emergency Assistance includes a range of options for eligible customers, including:
- Customised payment arrangements for home loans, business loans, personal loans and credit cards.
- Waiving fees and charges, including waiving fees for temporary and damaged merchant EFTPOS terminals, as well as support with merchant terminal rental fees.
- Temporary overdrafts, additional loans or emergency credit limit increases (subject to credit approval).
- Waiving fees and notice periods for early access to Term Deposits (including Farm Management Term Deposits).
- Emergency accommodation may be available for customers who have taken out Home Insurance provided by Hollard, distributed by CommBank, subject to making a claim and policy terms and conditions.
- Helping direct claims enquiries for customers seeking support through their Home Insurance provided by Hollard, distributed by CommBank.
To access this support, customers should contact the bank through the CommBank app. Alternatively, they can call 1800 314 695. Branch availability and further information about CBA’s Emergency Assistance is available online at commbank.com.au/support/emergency-assistance.
For emergency help call the State Emergency Service on 132 500 or visit your State Emergency Service Website
- Queensland: ses.gov.qld.au
- NSW: ses.nsw.gov.au
In a life-threatening emergency call 000 (triple zero).
During this time customers should also remain vigilant and be extra cautious of unexpected calls or messages claiming to be from well-known organisations including banks, telecommunications companies and government agencies.
CommBank will never send customers links in text messages directing them to sites that ask for passwords, and customers should never click on any of these they receive.
If customers receive an unexpected call claiming to be from CommBank, they should ask the caller to verify the legitimacy of the call by using CallerCheck which triggers a security message in the CommBank App.
How customers can better protect themselves from scams
- Stop: Does a call, email or text seem off? The best thing to do is stop. Take a breath. Real organisations won’t put you under pressure to act instantly.
- Check: Ask someone you trust or contact the organisation the message claims to be from.
- Reject: If you’re unsure, hang up on the caller, delete the email, block the phone number.
- Change your passwords.
