Focusing on our members needs
In these extraordinary and difficult times Horizon’s key priorities are simple: the welfare and livelihood of our members and our staff.
With that in mind please read the information below.
We are here to support our members & communities as best we can. Our branches are open for business. Our staff are ready and waiting to help you in any way they can as usual.
Please continue to visit this page for updates.
Your health & wellbeing is our priority
The wellbeing of our members and employees is our highest priority.
As the impacts of the Coronavirus (COVID-19) outbreak continue to evolve, we are closely monitoring and reviewing our response in line with advice from the World Health Organisation and NSW health and government authorities.
The health, safety and well-being of our members, employees and the community is paramount and we are taking a cautious approach consistent with the latest medical advice and government requirements.
In light of current health concerns, we kindly ask that if you believe you may have symptoms consistent with the Coronavirus (COVID-19) (i.e. a fever, coughing, sore throat, fatigue, and shortness of breath) please use our online and phone banking services, rather than coming in to a branch.
We have initiated further proximity protocol steps. All branches have a taped line on the carpet to indicate where members should stand while being served. Staff will direct the member to proceed to the counter when required to hand anything over or sign a form.We are also requesting that members use their own pen when conducting counter transactions. Signs are displayed to remind members of the close proximity directive.
Ways to bank with us
Members can access their accounts 24 hours a day and conduct most of their everyday banking via Horizon Online Banking, telephone banking and the Horizon app.
If you require assistance to set up Online Banking, app, telephone banking, debit card applications or any other enquiry please contact us for assistance.
1. What options are available if I am unable to repay my loan due to the impact of COVID-19?
There are a few options that might be available to you right now. For eligible members, this includes accessing their redraw facility or mortgage offset account, deferring loan repayments, reducing your repayments to the minimum monthly repayment amount, or applying to change your repayments to interest only.
Members requesting financial assistance during this time may be eligible to defer their repayments for a period of 3 months. It is important to note that interest and fees will continue to add to the loan balance during the deferral period and your loan balance will progressively increase. Your loan term will be extended so your repayments do not increase as a result of the deferral period but may increase for other reasons such as a change in interest rate or accessing redraw. If your loan term extends beyond 30 years, your repayments will need to be increased to keep the loan from going beyond 30 years.
Please note: Any available redraw you have will be drawn on first during the 3 month deferral period. If you need to access your redraw during the deferral period, transfer your available redraw to another account now.
2. How can I request a deferral?
You can request your loan repayments be deferred by completing our COVID-19 Hardship Assistance form. Please contact your local branch to request the form and to have a chat about your circumstances. When we receive your completed form, we will aim to action your request within 5 business days.
