We are committed to taking extra care with customers who experience vulnerability. We recognise that a person’s vulnerabilities can give rise to unique needs, and that their needs can change over time and in response to particular situations.
A person’s vulnerability may be due to a range of factors such as:
We encourage customers to tell us about their vulnerability so that we can work with them to arrange support; otherwise, there is a risk that we may not find out about it.
If a customer tells us, or we identify, that due to a vulnerability they need additional support or assistance, we will work with them and try to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable, and we will protect their right to privacy.
If a customer tells us, or we identify, that they need additional support from someone else (for example, a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways. We will try to make sure our processes are flexible enough to recognise the authority of a support person.
Additional support may include making it easier for a customer to communicate with us, referring them to a financial counsellor or an appropriate community support service.
