We're here to help
If you find yourself in a rough patch, we’ll do everything we can to support you. We can also guide you to other specialist organisations who can lend a hand. Below are some resources to help get you through tougher times.
For example, if you’re impacted by a natural disaster, are impacted by elder abuse or domestic violence, or your financial circumstances have changed, we can help.
NAB is the issuer of Kogan Money Credit Cards and provides a range of support services to you.
For Short Term Assistance
1300 662 030
Mon – Fri 8am – 8pm and Sat 9am – 1pm
assist@cards.koganmoney.com.au
Please contact us as soon as possible if you think you might miss a credit card payment, so we can work with you to find a solution.
For Financial Difficulty Assistance
1800 133 397
Mon – Fri 8am – 8pm and Sat 9am – 1pm
customer.care@cards.koganmoney.com.au
Please contact us for financial assistance if your circumstances have changed and you’re experiencing financial difficulty.
Kogan Money Indigenous Customer Support contact
1800 956 746
Mon – Fri 8am – 7pm
Please contact our dedicated customer service line for Aboriginal and Torres Strait Islander customers, particularly those living in remote locations.
For Specialised Support
1300 824 944
Mon – Fri 8am – 7pm
Please contact our dedicated customer support team if you’re experiencing a vulnerability, including domestic and family violence, elder or financial abuse.
Extra support when you need it
We understand that during hard times you may need more than financial support. You may need help taking care of the other things going on in your life that are causing money troubles.
It takes courage to talk about your circumstances, however help is available. We’ll work with you to find the best possible support.
We have trusted partners that we can connect you with for more support if you’re experiencing unemployment, domestic and family violence, financial abuse, elder abuse or mental health issues.
In some cases, we may provide funding to our partners to ensure you get the support you need.
To learn more about this kind of support call 1300 824 944.
Extra care support services
Financial counselling
If you’re feeling overwhelmed with financial decisions, a financial counsellor can help you put a plan in place. Visit National Debt Helpline, or call 1800 007 007.
Free counselling service
We’ve partnered with TELUS Health who can provide a free counselling service for Kogan Money Credit Cards customers. To discuss this option, call TELUS Health and they can provide you with more information. Call 1300 574 759.
No interest loans
Depending on your current financial circumstances, you may be eligible for a small loan from Good Shepherd Australia. We support Good Shepherd’s No Interest Loan Scheme (NILs) to help Australians pay for household essentials, medical and education expenses. Visit Good Shepherd Australia, for more information.
Get in touch
If you’re experiencing a change in your circumstances, require financial difficulty assistance, or think you might need help in the future, please contact us.
Customer Care Kit
Our guide to free financial counselling and other support services available in the community.
Contact us first
The earlier you get in touch with us, the better we’ll be able to understand your situation and offer you further support. As everyone and every situation is different, once we get an understanding of your situation, we can help you find the right solutions for you.
Financial troubles?
If you’re in financial difficulty or think you might miss a payment, please get in touch as soon as you can. We’re available Monday to Friday, 8:00am to 8:00pm (AEST/AEDT), Saturday, 9:00am to 1:00pm (AEST/AEDT).
Call our Customer Assistance team from Australia: 1300 662 030.
Call our Customer Assistance team from overseas: +61 2 8908 6196
Our specialised support services
If you’re experiencing a vulnerability that impacts your ability to generally use your credit card or make repayments, including domestic or family violence, elder or financial abuse, or you need an interpreter, contact our dedicated team on 1300 824 944.
We have a dedicated Indigenous Customer Service line to help Aboriginal and Torres Strait Islander customers, particularly those living in remote locations. Call 1800 956 746, or if you prefer to speak in an Indigenous language, we have an interpreter service that may speak your preferred language. Ask us about this service during your phone call.
Special enquiries
If you have particular account enquiries, including a requirement for interpreter services for customers who prefer to speak to us in a language other than English, contact us on 1300 415 445.
Free counselling and support available in the community
Anyone can experience financial difficulties and other personal challenges, so it’s okay to need a little help sometimes. The earlier you get in touch with these services, the better they’ll be able to understand your situation and offer you further support.
Stressed about money?
The following support services can help ease the stress and struggles of financial difficulty.
- Good Shepherd Australia provides small loans to eligible individuals. We support Good Shepherd’s No Interest Loan Scheme (NILs) to help Australians pay for household essentials, medical and education expenses.
- MoneySmart, is an Australian Government initiative that provides free tools, tips and guidance to help Australians take control of their money.
- National Debt Helpline is a not-for-profit service that provides free, independent and confidential financial counselling to help people tackle their debt problems and get back on track.
- Way Forward is a not-for-profit organisation dedicated to helping people manage and repay their debts. Way Forward can help if you have debts across multiple banks, are experiencing financial difficulty and would benefit from someone working with the banks on your behalf.
- Gambling Help Online is a free, confidential service run by the Australian Government. It’s available 24 hours, 7 days a week for anyone affected by gambling. If you’re concerned about your gambling, or someone else’s, you can also call our dedicated team on +1300 308 175.
- Credit Smart is an online self-help resource designed by the Australian Retail Credit Association. The information, tools and strategies are designed to help you understand credit reporting and how you can view, control or repair your credit information.
Taking care of your health
As part of our commitment to supporting our customers we’ve extended access to TELUS Health for Kogan Money Credit Card customers. This will provide customers with access to confidential coaching and support for all aspects of life – physical, mental, social, professional and financial. Please call 1300 574 759 to make an appointment with a TELUS Health Clinician.
- Beyond Blue is a not-for-profit charity organisation that provides information and support to help everyone in Australia achieve their best possible mental health.
- Head to Health is an Australian Department of Health initiative. It brings together apps, online programs, online forums and phone services to help you find digital mental health organisations, information and resources to help improve your wellbeing or help someone you care about.
- Lifeline is a national charity that provides all Australians experiencing a personal crisis with access to 24-hour crisis support and suicide prevention services.
- Social work services is an Australian Government department that can provide social work services and support for people going through difficult times.
- RUOK, is a suicide prevention charity that aims to inspire and empower everyone to meaningfully connect with the people around them and start a conversation with anyone who may be struggling.
- My Aged Care, is the Australian Government’s starting point to plan for someone’s aged care journey. It locates government funded services for help around the house or aged care homes.
Safety in your home
- Ask Izzy, is an A-Z directory of community support services. These include emergency housing, meals, money, legal advice, domestic and family violence support and more.
- 1800 Respect, exists to support anyone at risk of or impacted by sexual assault, domestic or family violence. For confidential support, counselling and information call 1800 737 732, 24 hours, 7 days a week. They can also direct you to local support services.
If you or someone you know may be at risk of, or experiencing elder abuse, call the National Elder Abuse Helpline on 1800 ELDERHelp (1800 353 374). This number will direct you to a state-based service.
If you or someone you know lives with a disability and may be at risk of, or experiencing abuse or neglect, call the National Disability Abuse and Neglect Hotline at 1800 880 052 or email hotline@workfocus.com to report it and seek assistance. - Relationships Australia, is a community-based, not-for-profit organisation that provides relationship support services for all people in Australia. The organisation focusses on counselling, dispute resolution and supporting people in building positive and respectful relationships.
Finding work
Being unemployed can be difficult. See below services to help you manage your finances and or find a new job.
- The Centrelink Payment and Service Finder is a useful tool to see what government payments or services you may be eligible for.
- The Australian government’s Jobactive website can direct you to many jobs available in both the public and private sector. If you’re looking to start your own business, Jobactive has information on where and how to begin.
- myfuture, is an online resource designed by Education Services Australia to help shape your future and make the right career decisions.
Know your rights
Sometimes we may need to seek expert assistance to help us understand and support our rights. See support services below to help you.
- Community Legal Centres Australia (CLCS) is an independent, not-for-profit, community-based organisation that provides free general legal assistance from more than 170 centres across Australia.
To learn about your workplace rights and obligations in Australia, including your pay and other entitlements, visit the Fair Work Ombudsman website. - Ask Izzy is an A-Z directory of community services supports. This includes emergency housing, meals, money, legal advice, domestic and family violence support and more.
- Centre for Women’s Economic Safety (CWES) supports women experiencing, at risk of experiencing, or recovering from economic abuse in the context of domestic and family violence.
Support for domestic and family violence
Find help if you’re experiencing domestic and family violence, including financial abuse.
If there is an immediate threat to your safety call 000.
What is domestic or family violence?
Family violence refers to any behaviour that controls or dominates a family member in any way, or causes them to fear for their own, or another person’s, safety or wellbeing. The family relationship can be between people of the same or opposite sex, a parent and a child, or siblings and other relatives. This coercive control or domination can be seen in behaviours including:
- Financial – Making someone ask for money or giving them an allowance. Taking their money or forcing them to take out loans they don’t want or don’t know about. Not letting them know about or have access to family income.
- Emotional – Making someone feel bad about themselves. Calling them names. Making them think they’re ‘crazy’ and that the abuse is ‘normal’. Humiliating them. Making them feel guilty.
- Psychological – Behaviour by a person towards another person that torments, intimidates, harasses or is offensive to the other person (Source).
- Physical – A physical assault occurs when a person uses physical violence and causes injury to another person’s body (Source).
- Sexual – Any kind of sexual activity that someone is forced, coerced or tricked into doing when they didn’t want to (Source)
- Spiritual – When someone uses spiritual or religious beliefs to hurt, scare or control someone. It can involve someone or their children being forced to participate in spiritual or religious practices or refusing to allow them to participate in their own spiritual or religious practices (Source).
- Verbal – Verbal abuse can include yelling, swearing, demanding or ordering, threatening language, blackmail, constantly blaming a partner and manipulation (Source).
What is financial abuse?
Financial abuse is where an abuser uses money or finances to control the other person. The most common forms of financial abuse include:
- Someone being forced to take on debt they don’t want.
- Withholding or threatening to withhold a reasonable amount of money (for example, what’s needed to run the household).
- Stopping access to money so the other person can’t leave the relationship.
- Transferring a property or other assets out of the person’s name.
- Trying to ruin a person’s credit rating by not paying debts.
Financial abuse is a crime in most states of Australia. The Australian Government’s MoneySmart website has a range of information about financial abuse and how to get support.
We have zero tolerance of financial abuse
- We aim to protect you from financial abuse carried out on your personal accounts or through our Online channels.
- If we identify (or are made aware of) unacceptable account conduct, we’ll investigate and act.
- We’ll reasonably exercise our rights under the account agreement if we believe we need to protect you or another person from financial abuse.
- We may suspend, cancel or deny an account holder access to a product or its features.
If you’re concerned about your financial safety, call our dedicated team on 1300 824 944.
How to keep your finances safe
If you’re experiencing financial abuse there are ways to keep your finances safe. Before taking any of these steps consider your personal safety and have a safety plan ready.
If you contact us, we’ll treat any information that you give us about your situation confidentially. Domestic and family violence is a very complex and personal issue, and it takes a lot for someone to disclose their situation. We want to support you through this difficult experience. If you have particular concerns about your privacy let us know and we can put extra security on your accounts.
Protecting your finances while you’re in the relationship
There are many financial things to consider when you’re in a relationship where family violence exists. It’s best to talk to a specialist family violence worker about your options and what steps you should take.
Protecting your finances when you leave the relationship
It can be hard to know where to start when leaving a violent relationship. Here are some tips for taking control of your financial situation:
- Change your PIN and Account passwords.
- If you’ve changed addresses, notify us of your new address. We’ll keep this information confidential. If you’re staying somewhere short-term or have a temporary address, consider changing your mailing address to a trusted family member or friend, or requesting online statements.
- If you haven’t already, set up a transaction account in your own name. When it’s safe to do so, you can use this account to save money and direct your salary and government payments to this account.
Some important information to know about our credit cards
What you need to know:
- Kogan Money Credit Cards are not joint credit cards.
- Kogan Money Credit Cards have one account holder (also called the Primary Cardholder), and this person is liable for all charges on the account.
- There may be an Additional Cardholder who is authorised by the account holder (Primary Cardholder) to use a secondary card, but the secondary cardholder is not liable for the debt on this card.
If you’re the primary cardholder and would like to cancel a secondary card, contact us. You’ll remain responsible for any transactions made by a secondary cardholder until you advise us that you want to cancel the secondary card.
Support services
There are many organisations that can help you if you are experiencing family or domestic violence.
If there is an immediate threat to your safety call 000.
1800RESPECT
The National Sexual Assault Domestic Violence Counselling Service offers confidential online and telephone counselling, information and referral services.
Visit 1800RESPECT or call 1800 737 732, 24 hours, 7 days a week.
Lifeline
Lifeline provides Australians experiencing a personal crisis with 24-hour crisis support and suicide prevention services.
Visit Lifeline or call 13 11 14.
National Centre for Suicide Prevention Training
Offers a range of evidence-based training programs across Australia.
Visit National Centre for Suicide Prevention Training or call 1300 60 80 95.
National Association of Community Legal Centres
An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs.
MensLine Australia
A free service offering national telephone and online support, information and referrals for men with family and relationship concerns.
Visit MensLine Australia or call 1300 789 978.
No to Violence Men’s Referral Service
This service provides confidential counselling online, over the phone or via live chat.
Visit No to Violence’s Men’s Referral Service, call 1300 766 491 or use Live Chat.
For Short Term Assistance
1300 662 030
Mon – Fri 8am – 8pm and Sat 9am – 1pm
assist@cards.koganmoney.com.au
Please contact us as soon as possible if you think you might miss a credit card payment, so we can work with you to find a solution.
For Financial Difficulty Assistance
1800 133 397
Mon – Fri 8am – 8pm and Sat 9am – 1pm
customer.care@cards.koganmoney.com.au
Please contact us for financial assistance if your circumstances have changed and you’re experiencing financial difficulty.
Kogan Money Indigenous Customer Support contact
Mon – Fri 8am – 7pm
Please contact our dedicated customer service line for Aboriginal and Torres Strait Islander customers, particularly those living in remote locations.
For Specialised Support
1300 824 944
Mon – Fri 8am – 7pm
Please contact our dedicated customer support team if you’re experiencing a vulnerability, including domestic and family violence, elder or financial abuse.