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Home / 2020 / Supporting our Members affected by the Coronavirus

Support for our Members affected by the Coronavirus (COVID-19) pandemic

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We are committed to supporting all Members that are impacted by the Coronavirus (COVID-19) pandemic. We appreciate that these are uncertain and extraordinary times, and the health and welfare of our Members is our priority.

Assistance for Members facing financial hardship

We have implemented measures designed to provide immediate relief for Members experiencing current or expected financial difficulties as a result of COVID-19.

This includes offering an initial deferral on home and personal loan repayments for up to three months, which can be extended for a further three-month period if required. Gateway Bank will also be allowing our Members to access their Christmas Club accounts online and without penalty until the end of May 2020.

To apply for loan relief, Members will need to send us an email, to the address below, outlining:

  • The industry you work in and your specific role 

  • Your current employment status 

  • How and when your employment has been impacted by COVID-19

  • Include a copy of any notice or advice you have received from your employer regarding changes to your employment

Please send applications to or contact us on 1300 728 995 (Monday to Friday, 8am – 5pm AEDT) should you need assistance in relation to the application. 

Once your application has been assessed and approved, we will email you to confirm the dates of your repayment deferral period. This may take a few days and we ask that you bear with us while we contact everyone in turn.

We will also ask that you contact us closer to the end of the deferral period (we will give you a suggested date) to discuss if a further deferral period is needed.

Other things to note:

  • If you have made advance repayments on your loan you can still apply for relief. In this case, the advance amount will be used to cover ongoing loan repayments after which time the deferral will commence.

  • Interest will continue to accrue on your loan during the deferral period and accordingly the balance will increase.

  • At the end of the deferral period you can either extend the term of your loan to cover the deferred repayments or increase the amount of the regular repayments within your current loan term. We will discuss these options with you once the deferral period has concluded.

Accessing assistance and service support

Gateway Bank has long been a digital-first bank, and our operations remain unaffected by the current environment. This means we can continue to provide seamless banking support for our Members during this challenging period.

Gateway is here to help, and we encourage all our impacted Members to contact us on 1300 728 995 (Monday to Friday, 8am – 5pm AEDT) to discuss their circumstances and the financial relief available to them.