What you'll do
- Understand what a financial counsellor does
- Know that the service is free, independent and confidential
- Reach a counsellor through the National Debt Helpline
- Prepare so you get the most from the conversation
- Feel confident asking for this kind of help
5 min read
What a financial counsellor does
A financial counsellor is a trained professional who helps people in financial difficulty. They can look at your whole situation, explain your options, help you prioritise, and even talk to creditors on your behalf if you want. They are on your side, and there is never a fee.
Crucially, they are independent — they do not work for us or any creditor. Their only job is to help you.
How to reach one step by step
- Call the free National Debt Helpline on 1800 007 007 (open weekdays) — this connects you to a financial counsellor in your state or territory.
- Or visit ndh.org.au to use the live chat or find a local service.
- Have your letters and a rough idea of your income and debts nearby.
- Explain your situation honestly — there is no judgement.
- Ask any questions you have, including about your Merion account.
- Note down any actions you agree to take next.
Working alongside us
You are welcome to involve a financial counsellor at any point, and we are happy to work with them. If you would like, you can let us know through our contact form that a counsellor is helping you, and we can keep that in mind. There is no downside to getting good, free advice. More general guidance is on our Help Centre.
Good to know
- Financial counsellors are qualified, independent professionals — always free.
- The National Debt Helpline (1800 007 007) connects you to one near you.
- They can explain your options and even speak to creditors for you.
- There is no judgement and no cost — asking is a smart, practical step.
FAQ
Is financial counselling really free?
Yes. Financial counselling in Australia is a free, confidential and independent community service. You should never be charged for it.
Is a financial counsellor the same as a financial adviser?
No. A financial adviser typically helps with investments and may charge fees. A financial counsellor helps people in financial difficulty and is always free.
Will you stop contacting me if I see a counsellor?
Let us know a counsellor is involved and we will take that into account. It often helps the conversation move forward constructively.
Still not sure? Our team is happy to talk it through.