Free, independent financial counselling is available to all Victorians — including those navigating debt, utility hardship, or the complex fees that come with aged-care decisions. This guide explains what financial counsellors actually do, how to reach them at no cost, and where to find specialist help with aged-care fee questions. No shame, no sales pitch, just practical information for getting the support you are entitled to.
Why financial counselling is worth knowing about
There is a quiet confidence that comes from knowing exactly where to turn when money gets complicated. For many Victorians in their sixties and seventies — whether managing on a fixed income, dealing with a late-life change in circumstances, or trying to decode an aged-care fee statement — that confidence is not always easy to find. Financial counsellors exist precisely for this moment.
A financial counsellor is a trained professional who helps people understand their financial situation, know their rights, and work out a path forward. They are not financial advisers selling products, and they are not debt collectors. They sit firmly on your side. The services described in this guide are free because they are funded by government and community organisations — you pay nothing, and there is no means test to access most of them.
For a solo traveller managing her own affairs — perhaps after a divorce, the death of a partner, or simply the reality of retirement on a single income — knowing that this support exists and is genuinely no-cost can make a real difference. It is the kind of practical knowledge worth keeping in your back pocket long before you think you might need it.
What does a financial counsellor actually do?
Financial counsellors are qualified professionals, usually holding a diploma-level qualification in financial counselling, and they operate under a strict code of ethics that requires them to act in your interest only. They do not receive commissions, they do not sell products, and they are not connected to banks or lenders. Their job is to help you understand what you owe, what your rights are, and what options are available to you.
In a practical session, a financial counsellor might help you work through a debt — whether it is a credit card balance, a personal loan, or an unexpected bill — and explain what creditors can and cannot legally do. They can contact creditors on your behalf, help you apply for hardship arrangements, and assist with paperwork. They can also identify government concessions or emergency relief you may be entitled to but have not claimed.
Importantly, they can help you prioritise. When several financial pressures land at once, it is easy to feel paralysed. A counsellor helps you see which obligations are most urgent — for example, keeping the electricity connected often takes priority over an unsecured credit card debt — and builds a realistic plan from there. Sessions can happen over the phone, online, or in person depending on the service and your location.
The National Debt Helpline: your first call for debt or hardship
The National Debt Helpline (NDH) is the central access point for free financial counselling across Australia, including Victoria. You can call 1800 007 007 on weekdays during business hours and speak with a financial counsellor directly — no appointment needed for the phone line, though wait times can vary during busy periods. The NDH website at ndh.org.au also has a live chat option and a thorough library of self-help resources if you prefer to read at your own pace first.
The helpline covers a wide range of situations: credit card debt, personal loans, overdue bills, buy-now-pay-later debt, and problems with debt collectors. It also covers more complex matters like dealing with a deceased estate's debts, understanding bankruptcy, or negotiating with a bank after a relationship breakdown. Every caller is treated without judgement — the counsellors understand that financial difficulty can happen to anyone, at any life stage.
If your situation is complex or ongoing, the NDH can refer you to a local financial counselling service for face-to-face appointments. Financial Counselling Australia maintains a directory at financialcounsellingaustralia.org.au where you can search for services near you by postcode. Many community legal centres and neighbourhood houses in Victoria also host financial counsellors on specific days — worth checking what is available in your local area.
Hardship arrangements with utilities and banks: what you are entitled to
Every licensed energy retailer and water corporation in Victoria is required by law to have a hardship program. If you are struggling to pay an electricity, gas, or water bill, you have the right to ask for a hardship arrangement — and the company must engage with you in good faith. This might mean a payment plan, a bill extension, or in some cases access to concession top-ups you were not aware of. You do not need to be in arrears to ask; you can approach a hardship team as soon as you anticipate difficulty.
Banks and credit providers are similarly required under the National Credit Code to consider hardship applications. If you are finding repayments on a mortgage, personal loan, or credit card difficult due to illness, reduced income, or a change in circumstances, you can formally apply for a hardship variation. The bank must respond in writing and, if they refuse, explain why. A financial counsellor can help you write that application and, if needed, escalate to the Australian Financial Complaints Authority (AFCA) at afca.org.au — which is also a free service.
The Energy and Water Ombudsman Victoria (EWOV) at ewov.com.au handles complaints if a utility company is not engaging properly with your hardship request. Again, this is free to use. Knowing these escalation paths exist means you are never simply at the mercy of a call centre. A financial counsellor can walk you through each step and, where appropriate, make contact with the provider directly on your behalf.
How do I get financial counselling for aged care fees?
Aged-care fees are genuinely complicated. There are means-tested care fees, accommodation contributions, basic daily fees, and various payment options — lump sum, periodic, or a combination — and the rules have been subject to ongoing reform. For many people, particularly those making decisions about a parent, a partner, or themselves, it is the first time they have encountered this system and the paperwork can feel overwhelming.
The Australian Government funds specialist financial counselling for people navigating aged-care costs, and this support is free. The starting point is the My Aged Care website at myagedcare.gov.au and its helpline on 1800 200 422, which can direct you to the right specialist service. The Department of Health and Aged Care also publishes clear guidance on aged-care costs and fees at health.gov.au — check that page for current figures and fee structures, as these are updated periodically and any figures quoted elsewhere may be out of date.
Specialist aged-care financial counsellors understand the interaction between aged-care fees, the Age Pension, assets assessments, and family financial arrangements in a way that general financial counsellors may not. If you are trying to understand what a residential aged-care facility will actually cost you, or how a refundable accommodation deposit (RAD) works, this is the right service to seek. Sessions are typically conducted by phone or video, which suits those who are caring for someone and cannot easily travel. Always confirm availability and current service arrangements directly with the provider, as funded places can vary by region and period.
Removing the shame: a note on reaching out
There is a generation of Victorians who were raised to keep financial difficulty private — to manage quietly and not ask for help. That instinct is understandable, but it can lead people to wait far too long before calling a helpline that could have resolved things months earlier. Financial counsellors are not there to judge how the situation arose. Their only interest is in helping you understand your options and move forward.
For women managing finances alone — perhaps for the first time after decades of shared decision-making, or after years of being the household's quiet financial manager — the experience of sitting with a counsellor who takes your questions seriously and explains things clearly can be genuinely reassuring. These are not intimidating appointments. They are practical conversations with people who know the system well.
It is also worth knowing that accessing financial counselling does not affect your credit rating, does not get reported to anyone, and does not lock you into any course of action. You are simply gathering information and exploring options. What you decide to do afterwards remains entirely your choice.
Practical steps: how to prepare before you call
You do not need to have everything sorted before you call — that is partly what the counsellor is there to help with. That said, having a rough sense of your situation will make the conversation more useful. If you can, have a recent bank statement, any letters from creditors or utilities, and a general sense of your income (pension, superannuation, or other) within reach. You do not need to have exact figures memorised.
If English is not your first language, you can request an interpreter through the Translating and Interpreting Service (TIS National) on 131 450 before calling the NDH or another helpline. Many community financial counselling services in Victoria also have staff who speak community languages, or can arrange interpreter support. This is a free service and worth using if it makes the conversation easier.
After the call or appointment, ask the counsellor to summarise the key points in writing if that is helpful — whether by email or a follow-up letter. Keep that record somewhere safe. If your situation involves aged care, consider sharing the summary with a trusted family member or friend who can help you follow through on next steps. Taking things one step at a time, with good information, is always a sound approach.
Key takeaways
- The National Debt Helpline (1800 007 007) connects Victorians with free, independent financial counsellors — no appointment needed to call.
- Financial counsellors are qualified professionals who act solely in your interest and do not sell products or receive commissions.
- Every energy, gas, and water provider in Victoria is legally required to offer a hardship program — you can ask for one before you fall into arrears.
- Specialist financial counselling for aged-care fees is available free through the My Aged Care system — check myagedcare.gov.au for current access details.
- Accessing free financial counselling does not affect your credit rating and does not commit you to any particular course of action.
- If English is not your preferred language, request a free interpreter through TIS National (131 450) before calling any financial helpline.
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Frequently asked questions
Financial counselling for debt or hardship — where to book?
The National Debt Helpline at ndh.org.au (phone 1800 007 007, weekdays during business hours) is the main access point for free financial counselling in Victoria. You can call without an appointment and speak with a counsellor directly, or use the live chat on the website. For face-to-face appointments, Financial Counselling Australia maintains a searchable directory at financialcounsellingaustralia.org.au — enter your postcode to find local services. All services listed through these channels are free to use.
How do I get financial counselling for aged care fees?
The Australian Government funds specialist financial counselling for people navigating aged-care costs, and it is free. Start with My Aged Care at myagedcare.gov.au or call 1800 200 422 — the team there can direct you to the appropriate specialist service for your situation. The Department of Health and Aged Care also publishes current information on aged-care costs and fees at health.gov.au; check that page for up-to-date figures and fee structures, as these change periodically. Specialist aged-care financial counsellors understand how fees, the Age Pension, and assets assessments interact, and sessions are generally available by phone or video.
Is financial counselling really free — are there any hidden costs?
Yes, the services described here are genuinely free to the person seeking help. They are funded by government and community organisations. There is no means test, no fee at the end of the session, and no obligation to take any particular action. Financial counsellors do not receive commissions and are not connected to banks, lenders, or aged-care providers. The only way a cost could arise is if you separately choose to engage a paid adviser — which is a different service entirely.
Can a financial counsellor contact my bank or utility company for me?
Yes. With your permission, a financial counsellor can contact creditors, banks, and utility providers directly on your behalf. They can negotiate hardship arrangements, request fee waivers, and escalate complaints to bodies like the Australian Financial Complaints Authority (AFCA) at afca.org.au or the Energy and Water Ombudsman Victoria (EWOV) at ewov.com.au — both of which are also free services. Having a counsellor make contact can sometimes move things along more quickly than a consumer calling alone.
What if I need help in a language other than English?
Call TIS National (Translating and Interpreting Service) on 131 450 first and ask them to connect you to the National Debt Helpline or your chosen financial counselling service. This interpreter service is free and available to callers in Australia. Some community-based financial counselling services in Victoria also have staff who speak community languages — it is worth asking when you first make contact with a service.
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- National Debt Helpline
- Financial Counselling Australia — Find a Financial Counsellor
- My Aged Care — Australian Government
- Department of Health and Aged Care — Aged Care Costs and Fees
- Australian Financial Complaints Authority (AFCA)
- Energy and Water Ombudsman Victoria (EWOV)
- Translating and Interpreting Service (TIS National)
- Consumer Affairs Victoria — Utility Hardship Programs
