If you need additional support, you should contact your existing provider and/or your chosen new provider to assist you with taking the first steps to moving your account. If you are comfortable sharing the reason why you need additional support (e.g., you may have accessibility issues or you may be experiencing financial abuse), your new provider will be able to help you put in place the additional supports to assist you. Frontline staff in a branch, online or on the phone are trained to help you in an empathetic manner.  Members are strengthening their existing teams who are helping customers that may require enhanced support when they find they are in potentially vulnerable circumstances.  These specially trained teams will support the more complex situations that may arise for customers who need support to move their account. The complexity involved means longer timelines may be required. You may like to ask someone you trust to help you book an appointment and/or to come to your new provider with you. It is likely that this person will be asked to provide proof of identification. If you have difficulty making decisions, your new provider will support you. They will help you to understand your options and to let them know your wishes. They will support you to fill out forms if you find that difficult.