Where to Get Free Financial Counselling in Australia

Money problems can be difficult to talk about, especially when bills, repayments or overdue accounts are starting to build up.

We believe it is important to know that you do not have to work through financial difficulty alone. Free, confidential and independent financial counselling is available across Australia.

A qualified financial counsellor can help you understand your financial situation, communicate with organisations you owe money to and consider practical options based on your circumstances.

For many people, a good place to start is the National Debt Helpline on 1800 007 007. You can speak with a financial counsellor over the phone or use its online live chat service.

What Is Financial Counselling?

Financial counselling is a free service designed to support people experiencing financial difficulty.

Financial counsellors are qualified professionals who provide practical information, support and advocacy. Their services are generally provided through not-for-profit and community organisations and are independent of commercial debt-management businesses.

Depending on your circumstances, a financial counsellor may be able to help you:

• Review your income, living expenses and debts.

• Work out which bills need the most immediate attention.

• Understand correspondence from creditors or debt collectors.

• Contact a lender, utility provider or other organisation about financial hardship.

• Negotiate affordable payment arrangements.

• Understand options relating to debt collection or bankruptcy.

• Find emergency relief, legal assistance or other specialist support.

• Create a realistic budget or money plan.

Financial counselling itself is free. Moneysmart warns that businesses charging for services such as debt consolidation or refinancing are not the same as free community financial counsellors. (Moneysmart)

Where Can You Get Free Financial Counselling in Australia?

Several national and local organisations provide free financial counselling or related support.

1. National Debt Helpline

The National Debt Helpline is one of the main starting points for people looking for free financial counselling in Australia.

You can call:

1800 007 007

The National Debt Helpline currently lists its telephone service as available from 9:30 am to 4:30 pm, Monday to Friday. Live chat is available from 9:00 am to 8:00 pm on weekdays.

It is worth checking the National Debt Helpline website before contacting the service in case its opening hours change. (National Debt Helpline)

The service is free, confidential and independent. A financial counsellor can talk through what is happening, explain possible options and help connect you with local or specialist assistance where appropriate.

You also do not need to wait until you have missed several payments or received legal notices. You can seek help as soon as you realise that keeping up with bills or repayments may become difficult.

The National Debt Helpline also has a directory that can help you locate financial counsellors in your area. (National Debt Helpline)

2. Local Community Financial Counselling Services

Financial counsellors work through community and not-for-profit organisations across metropolitan, regional and remote Australia.

Services can vary depending on your location, but support may include:

• Telephone appointments.

• Online appointments.

• Face-to-face counselling.

• Community outreach.

• Specialist assistance for particular financial problems or communities.

The National Debt Helpline directory can help you search for a local financial counsellor, or you can call the helpline and ask about services available near you.

Waiting times may vary, so telephone or online assistance can be a useful place to start if you cannot immediately access a local appointment.

3. Moneysmart

Moneysmart is the Australian Government’s financial information website, operated by the Australian Securities and Investments Commission (ASIC).

It provides free information about topics including budgeting, debt, financial hardship, credit, scams, insurance, superannuation and financial advice.

Moneysmart also provides information about finding a financial counsellor and confirms that financial counselling is a free and confidential service offered through not-for-profit community organisations. (Moneysmart)

Moneysmart can be useful when you are looking for general information or tools, although it does not replace personalised assistance from a financial counsellor.

4. Mob Strong Debt Help

Mob Strong Debt Help provides nationwide support for Aboriginal and Torres Strait Islander peoples dealing with money problems.

The service provides free legal advice and financial counselling and can assist with issues involving debt, credit and other money matters.

You can call:

1800 808 488

Current government information lists the service as available from 9:30 am to 4:30 pm, Monday to Friday. (Moneysmart)

You can also contact the National Debt Helpline if you would like help finding culturally appropriate financial counselling services in your area.

5. Small Business Debt Helpline

Personal and small business financial difficulties can involve different issues.

If you are a sole trader or small business owner experiencing financial difficulty, the Small Business Debt Helpline provides free, independent and confidential financial counselling.

You can call:

1800 413 828

The service currently lists its support hours as 9:00 am to 5:30 pm, Monday to Friday. Because published time zone information can vary between official sources, it is best to confirm the current hours on the service’s website before calling. (Australian Financial Security Authority)

Financial counsellors may be able to assist with issues including business debts, loan repayments, leases, supplier bills, tax and BAS obligations, and questions about insolvency.

6. Gambling-Related Financial Counselling

Financial counsellors can also help with debts associated with gambling.

Specialist gambling counselling and financial counselling services are available throughout Australia. You can ask the National Debt Helpline about appropriate financial counselling support.

For gambling-specific support, you can also contact the Gambling Helpline on:

1800 858 858

Gambling Help Online currently describes this as a free and confidential service available 24 hours a day, seven days a week. (Gambling Help Online)

When gambling is contributing to financial difficulty, addressing both the financial situation and the gambling behaviour can be important. Taking on additional credit to cover gambling losses or existing repayments may make the financial situation more difficult to manage.

7. Support for Financial Abuse

Financial abuse, also called economic abuse, can occur when another person uses money or access to financial resources to control you.

Examples can include forcing someone to take out credit, preventing them from working or controlling their access to money.

Financial abuse is a form of domestic and family violence. (1800RESPECT)

You can contact 1800RESPECT for confidential information, counselling and referrals.

Call: 1800 737 732 Text: 0458 737 732

Online chat and video call support are also available, with 1800RESPECT currently listing these services as available 24 hours a day, seven days a week. (1800RESPECT)

A financial counsellor may also be able to help you understand debts, accounts or contracts affected by financial abuse.

When Should You Speak With a Financial Counsellor?

You do not need to owe a particular amount before asking for financial counselling.

It may be worth contacting a financial counsellor when:

• You cannot pay essential bills when they are due.

• Repayments leave you without enough money for food, housing or other necessities.

• You are using one form of credit to repay another.

• Debt collectors are contacting you.

• You have received a default notice or court document.

• You are unsure which bills need to be paid first.

• Your income has dropped because of job loss or reduced working hours.

• You are considering bankruptcy or another formal debt option.

• You need help communicating with a creditor about financial hardship.

• Managing your finances has become difficult to do by yourself.

Seeking support earlier may give you more time to understand your options, but financial counselling is still available if you have already missed payments. Moneysmart recommends seeking help as soon as you can when you are struggling with debt. (Moneysmart)

If you have received court documents or are facing legal action, seek free legal advice promptly. Financial counsellors can help you understand the financial side of the situation and refer you to suitable legal services, but they do not provide legal advice themselves. (Moneysmart)

What Happens During a Financial Counselling Appointment?

A financial counsellor will usually start by asking about your circumstances so they can understand the overall picture.

They may ask about:

• Your income.

• Regular household and living expenses.

• Debts and repayments.

• Overdue accounts.

• Assets.

• Recent changes to your circumstances.

• Letters or notices you have received.

• What you would like help with.

You may also be asked for documents such as bank statements, bills, loan statements or correspondence from creditors.

Do not let missing paperwork stop you from making the first call. You can explain what you have available, and the counsellor can tell you what information may be useful.

The counsellor can then help you consider possible options. Financial counselling is designed to help you make informed decisions rather than pressure you towards a particular financial product or course of action.

Is Financial Counselling the Same as Financial Advice?

No. Financial counselling and financial advice have different purposes.

A financial counsellor generally supports people experiencing financial difficulty, debt or problems meeting payments. This can include help with budgeting, negotiating with creditors, hardship requests and referrals to other services.

A financial adviser generally provides financial advice about areas such as investments, retirement planning, insurance or wealth-building strategies.

Financial advice may involve fees, depending on the service provided.

Moneysmart describes financial counselling as free and confidential support for people experiencing financial hardship. Financial counsellors do not provide personal financial product or investment advice. (Moneysmart)

How to Prepare Before Contacting a Financial Counsellor

You do not need to prepare a perfect financial record before making contact.

If you have them available, it may help to collect:

• Recent bank statements.

• Payslips or Centrelink statements.

• Household and utility bills.

• Loan and credit card statements.

• Buy now, pay later balances.

• Overdue notices.

• Debt collection correspondence.

• Rental or mortgage information.

• A rough list of regular living expenses.

Even if you can only find some of these documents, you can still start the conversation.

Other Steps You Can Take While Seeking Help

While you are arranging financial counselling, there may be some practical steps worth considering.

Contact the Organisation You Owe

Banks, lenders, utility companies, telecommunications providers and other organisations may have processes for customers experiencing financial hardship.

Consider contacting them and explaining that you are having difficulty making a payment.

Depending on the provider and your circumstances, available options could include a payment arrangement, changing a payment date or temporarily adjusting payments.

Keep a record of who you contacted, the date of the conversation and anything that was agreed.

Prioritise Essential Living Costs

Expenses such as housing, food, electricity, medication and essential transport may need to be considered before less essential spending.

Working out payment priorities can become complicated when several bills are overdue. This is one area where a financial counsellor may be able to help.

Be Cautious About Taking On Additional Repayments

When an ongoing gap exists between your income and essential expenses, adding another repayment obligation may make the problem harder to manage.

Before taking on additional credit or another financial commitment, consider whether the new repayment will be affordable alongside your existing expenses.

Free financial counselling or hardship assistance may be more appropriate when the difficulty is ongoing rather than caused by a one-off timing issue.

Getting Help With an Existing MyPayNow Advance

If you have an existing advance with us and you are concerned about making your repayment, please contact us as soon as possible so we can discuss the options that may be available for your account.

Our current FAQs explain that you may be able to use the split or delay functions in your account in some circumstances.

A delay puts your direct debit on hold until your next pay cycle, while a split divides your balance into two repayments over the following two pay cycles. Availability depends on your pay frequency, circumstances and account status. (MyPayNow)

If you need another change or are experiencing financial difficulty, you can contact our customer support team through the Help option in your account or by email.

We encourage you to contact us early rather than waiting for a repayment to fail.

A wage advance is not a substitute for financial counselling and may not address an ongoing gap between your income and essential living expenses. If you are regularly unable to cover necessities or existing repayments, free independent financial counselling may help you look at your broader financial situation.

Frequently Asked Questions

Is the National Debt Helpline Really Free?

Yes. The National Debt Helpline provides free, confidential and independent financial counselling.

You do not need to pay a consultation or membership fee to speak with a financial counsellor through the service. (National Debt Helpline)

Will a Financial Counsellor Judge Me?

Financial counselling is designed to provide non-judgemental support.

Financial counsellors regularly work with people dealing with circumstances such as reduced income, unexpected expenses, illness, relationship changes and debt.

You do not need to have everything under control before asking for assistance.

Can a Financial Counsellor Speak to Creditors for Me?

Depending on your circumstances, a financial counsellor may help you prepare for a conversation, explain your options, negotiate with organisations you owe or advocate on your behalf.

Exactly what they can do will depend on your situation and the service assisting you. (Moneysmart)

Can I Get Financial Counselling Before Missing a Repayment?

Yes. You can seek financial counselling as soon as you think you may have trouble paying your bills or repayments.

You do not need to wait for your account to become overdue.

Can Financial Counselling Remove My Debts?

A financial counsellor cannot simply erase a valid debt.

They can help you understand what you owe, review your circumstances, communicate with creditors and consider the formal or informal options that may be available to you.

Be cautious of businesses that promise to quickly clear debts, repair your credit record or guarantee a particular result in exchange for a fee. Moneysmart distinguishes these commercial services from free community financial counselling. (Moneysmart)

What Should I Do if I Have Received Court Documents?

Seek legal advice promptly rather than ignoring the documents.

Free legal services may be available through community legal centres or Legal Aid services in your state or territory. A financial counsellor can also help with the financial issues and refer you to an appropriate legal service. (Moneysmart)

Free Financial Support Is Available

You do not need to have your finances perfectly organised before asking for help.

For many people, a practical first step is to contact the National Debt Helpline on 1800 007 007 or use its online live chat service. A financial counsellor can listen to what is happening, help you understand your options and discuss possible next steps. (National Debt Helpline)

If an existing repayment with us is part of the problem, please contact our customer support team so we can discuss your account and the options that may be available.

Where the difficulty involves several bills, debts or essential expenses, free independent financial counselling may provide broader support.

Important information: The information in this article is general in nature and does not constitute personal financial advice. It does not take into account your objectives, financial situation or needs. Consider whether the information is appropriate for your circumstances and seek professional assistance where appropriate.