We are committed to continuing to support 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.


We are able to provide a deferral on home and personal loan repayments for up to 10 months or until 31st March 2021, whichever comes first. We may also be able to restructure your loan to a reduced repayment or to an interest only basis, for a period of up to 12 months.


To provide these repayment deferrals or other restructure we will need to gather some information from you so please email us at assist@gatewaybank.com.au or phone us on 1300 728 995 (Monday to Friday, 8am – 5pm AEDT). Either way we’ll need your name and member number.


We will provide you with access to an online portal so that you can send the required information to us securely. The types of information we’re requesting includes; 

  • Your recent income and expenses (we have an automated tool which will compile this for you)
  • A list of your assets and liabilities 
  • What you believe will be happening with your employment in the next 6 months.


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


Other things to note

  • If you have made advance repayments on your loan you can still apply for relief. In this case, we will recommend the advance amount be used to cover ongoing loan repayments after which time the deferral will commence however we can leave the advance amount in place should you prefer.
  • 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.
  • You can continue to make either full or partial repayments during the deferral period if you prefer.



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.


We are also allowing Members to access their Christmas Club accounts online and without penalty until further notice.


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.