Vulnerable Customers

Information for Vulnerable Customers

We know things don’t always go to plan. If you’re facing challenges, we want to have your back in any way that we can.

The benefit of banking with a customer-owned bank like Horizon is that we always put you first. We exist solely to take care of our members and if you find yourself in a vulnerable situation, please reach out. Our focus is on trying to be as helpful, kind and supportive as we can to help you cope with finances in your individual circumstances.

We can provide face-to-face support in any of our branches. The Horizon Bank team are here to ensure that you feel supported through any financial hardship you may experience. To locate your nearest branch, click here.

If visiting a branch isn’t an option, you can contact our team via phone Monday through Friday from 8:30AM to 5:00PM (AEST/AEDT) on 1300 366 565. You’ll always speak with a real person who will listen, ask the right questions and provide you with the potential options available.

External Support Agencies

Ask Izzy is a database that searches over 400,000 support services, to visit click here.

• Please note, Horizon Bank does not take responsibility, liability or endorse the agencies or organisations listed below.

Financial Difficulty
Money Smart - moneysmart.gov.au
National Debt Helpline - ndh.org.au
CreditSmart - CreditSmart.org.au

Aging Australians
Capacity Australia - capacityaustralia.org.au
1800 ElderHelp - 1800 353 374
National Seniors Australia - nationalseniors.com.au
Senior Rights Service - seniorsrightsservice.org.au
Dementia Australia - dementia.org.au

Domestic & Family Violence
1800RESPECT - 1800respect.org.au
Aboriginal Family Domestic Violence Hotline - 1800 019 123
Safe Steps Family Violence Response Centre - safesteps.org.au
White Ribbon Australia - whiteribbon.org.au
QLife - qlife.org.au
MensLine Australia - mensline.org.au
Safe Relationships Project - iclc.org.au/safe-relationships-project

Mental Health
Beyond Blue - beyondblue.org.au
Far South Coast Family Support Service - fscfss.com.au
Lifeline - lifeline.org.au
Lifeline South Coast - lifelinesouthcoast.org.au
Suicide Call Back Service - suicidecallbackservice.org.au
Headspace - headspace.org.au
Kids Helpline - kidshelpline.com.au

Government & Legal Services
Centrelink/Department of Human Services - servicesaustralia.gov.au/Centrelink
Community Legal Centre (CLC) - clcs.org.au
Legal Aid - nationallegalaid.org

Relationships & Family
Relationships Australia - relationships.org.au
Family Relationship Advice Line - familyrelationships.gov.au
MensLine Australia - mensline.org.au

Disability
National Disability Service - nds.org.au
Capacity Australia - capacityaustralia.org.au

Bereavement
Australian Centre for Grief and Bereavement - grief.org.au
Government Bereavement Assistance - servicesaustralia.gov.au

https://www.servicesaustralia.gov.au/death-loved-one

Addiction
Counselling Online – Drug and Alcohol Support - counsellingonline.org.au
Gambling Help - gamblinghelponline.org.au