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Financial Support for Members

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Financial Support For Family First Members Impacted by the COVID-19 Coronavirus Pandemic

What Family First is doing for members impacted by COVID-19 Coronavirus?


Dear Valued Member,


Firstly, may I wish all members and their family and friends good health as they battle the challenges thrown up throughout this COVID-19 (Coronavirus) pandemic. These are extremely tough and unprecedented times and we all have to work together to get through this worldwide issue. To this end, Family First announce a number of measures that will help support our members throughout this challenging period. Whether you have been impacted directly or indirectly, it is important for us to do our best to protect your physical and mental health wellbeing and ease the financial burden of members who are doing it tough.


Financial Assistance To Members with Loans


There are a number of ways in which you can seek assistance from Family First if you have a loan with us.


If due to the impact of COVID-19 Coronavirus, please contact us as soon as possible. We have a number of options available to help you including:

  • Deferral of loan repayments

  • Converting to interest only repayments
  • Reducing your loan repayments
  • Redraw of loan repayments made in advance
  • Draw down of your loan for payment of annual insurance policy insuring your property securing either your home or car loan


Please note that by taking advantage of any of the measures listed above, you will not suffer any adverse impact on your personal credit rating if you talk to us sooner rather than later. You may however incur additional interest charges so it is important to recommence your usual loan repayments as soon as you are able to do so.

Terms and conditions do apply so please contact us today to talk about these options.


Financial Assistance To Depositing Members


You may not have a loan with us however you may still be impacted by the COVID-19 Coronavirus so please find following some ways in which we are assisting depositing members:

  • Access to Fixed Term Deposits prior to maturity without penalty
  • Fee free access to Christmas Club Accounts


Terms and conditions apply so please contact us today to talk through the options that are available.


We are also happy to look at any other option that you may feel appropriate to ease the financial burden on our members throughout this tough time.


Changes In Branch


So that we may be able to operate our branches in a close to ‘business as usual’ manner as possible, we must preserve the health the health and safety of our staff and our members attending the branch. In order to protect the health and safety of both staff and members in our branch locations, we have implemented a number of additional measures to strengthen hygiene factors to prevent the spread of the virus. These include:


  • Adopting social distancing rules of 1.5 metres or more
  • Wipe down of high touch point areas regularly throughout the day
  • Removal of chairs at all our locations
  • Reduction of common use items such as paper, pens, etc
  • More thorough and regular cleaning of the branch
  • Staff members using gloves whilst handling cash and other documents
  • Provision of hand sanitisers at all counters / kitchens


Furthermore, we have notices up at all locations reminding all people not to enter the branch if they:


  1. are feeling unwell, 
  2. have recently returned from overseas and have not underwent the mandatory 14 day isolation period, or
  3. have reason to believe you, or a person close to you, may have come into contact with COVID-19 (Coronavirus)


In the interests of the health and safety of all our staff and members, we strongly encourage all our members to perform your financial business remotely without coming into the branch / office if you can via access facilities such as Visa Cards, mobile banking apps, internet and phone banking as well as over the phone 1300 369 900, by emailing us at by reviewing or applying online at our website


For those members that don’t have any options other than attending a branch / office in person, we are still open for business however please be reminded of social distancing regulations and protocols surrounding when branch / office entry is not appropriate.


How To Apply


There are a number of ways to apply for any component of the support package outlined in this document:


  1. send us an email at
  2. Phone us on 1300 369 900


It is extremely important that we all stay safe throughout these trying times. Whether it be adhering to social distancing and social gathering rules, adopting a more stringent approach to personal and location hygiene, we can all do our part. This support package has been designed to give maximum support to members most impacted by the COVID-19 coronavirus so we would encourage only members who are impacted apply.


In the mean time, please stay safe everyone.


Kindest regards,



Darryl Macauley

Chief Executive Officer