Domestic and Family Violence

— Customer & Employee Care

We are committed to supporting our customers and employees who are experiencing family violence with empathy, sensitivity and with the utmost consideration for their privacy, security and individual circumstances. We aim to provide a safe and supporting environment for our customers and employees experiencing family violence.

Domestic and family violence does not always involve physical violence, it can take many forms including coercive control and non-physical forms of abuse, such as social, financial, psychological and technology-based abuse.

Conduct and training

We recognise that everyone’s situation and needs are different and we are committed to supporting our customers and employees when they experience domestic and family violence. We adopt measures such as:

Making sure our staff are trained to help identify customers affected by family violence and have procedures in place to respond appropriately and sensitively
Taking extra care to protect private and confidential information of customers affected by family violence
Minimising the number of times a customer affected by family violence needs to disclose information about their circumstances
Providing financial hardship assistance depending on the individual circumstances
Stopping or deferring collections activities
Providing referrals to support agencies wherever needed

Claims handling

If you make a claim and we are informed that you are affected by family violence, we will handle your situation with sensitivity and care.

Our employees and Claims partners are trained to:

Provide you with a single point of contact to avoid the need to share your situation multiple times
Be flexible in our processes wherever possible to accommodate your situation
Discuss safe ways to contact you

External Services

1800RESPECT: 1800 737 732
Lifeline: 13 11 14
Family Violence Law Help
Legal Aid: Contact the dedicated office in your state or territory for legal advice

Domestic and Family Violence.