Who to turn to when you need more help
If you find yourself in need of support, there are many community services and organisations who specialise in providing support and guidance:
Financial hardship assistance
If you’re worried about your financial position or struggling to meet loan repayments, our financial hardships team are here to help. You can reach them on 138 001 or via email at hardship@mystate.com.au. For more options, visit our hardship page for additional resources.
Gambling assistance
If you’re worried about your gambling habits, we can help. We can block online gambling transactions processed through your Visa Debit card. To set this up, contact our team on 138 001. You may also consider reaching out to the National Gambling Helpline for free, confidential support.
Accessibility & Inclusion
We’re committed to ensuring our website and services are accessible to everyone. Here’s how we’re making our services inclusive:
Support when using the phone or branch services
If you have a vision impairment, mobility, learning or cognitive disability that prevents you from using smart devices, our friendly Customer Care & Branch teams are here to help.
National Relay Service
If you’re deaf, hard of hearing, or have speech difficulties, you can contact us using the National Relay Service (NRS) by:
- Contacting the NRS through your preferred call channel, as listed on their website
- Giving the NRS our phone number 138 001.
For more information, visit About the National Relay Service
Auslan
If you need to discuss financial matters in Auslan, we can arrange for an Auslan interpreter to join you at your preferred branch at the scheduled time, subject to interpreter availability. Just request this service through by sending us a secure message from your Online Banking or in person at your local branch.
TIS National - Translating and Interpreting Services
If you prefer to speak in a language other than English, our Customer Care team can arrange an interpreter for your call, subject to the availability of translator(s). Just ask for an interpreter when you call us on 138 001.
Easy Read guides
We offer Easy Read guides from the Australian Banking Association (ABA) to make essential information more accessible for all customers:
- Each guide explains one idea per sentence.
- They use simple language and formatting, including bullet points and subheadings.
- Visuals are included to enhance understanding.
You can ask someone to help you:
- Read these guides.
- Understand their content.
- Find additional information.
The ABA Easy Read guides cover topics such as:
