Family & Domestic Violence Policy

Your safety is important to us:

If there is an immediate threat to your safety, please call 000.
For additional assistance, please contact 1800 Respect (1800 737 732).

We're here to support you

We recognise that family and domestic violence (family violence) is a serious and widespread occurrence in our society. We are committed to supporting our residential and business customers who are experiencing family violence with empathy and sensitivity. We will ensure the security and privacy of your account information and financial circumstances.

If you are named on the account of another customer as a secondary contact, you have the right to remove your information for security purposes. 

What is Family and Domestic Violence?

Family violence affects members of all communities, but because of institutionalised systems of power, it can be more likely to occur for people who experience other forms of discrimination (including First Nations people, individuals with a disability and/or chronic health conditions, culturally and linguistically diverse people, including recently arrived migrants and customers that are LGBTIQA+).

The Australian Government defines family violence as any behaviour that is violent, threatening, controlling, or intended to make you or your family feel scared and unsafe (Unwanted Behaviour). Family violence is not perpetrated only through physical violence. It may also include, but is not limited to, the following kinds of Unwanted Behaviour:

  • sexual
  • emotional or psychological
  • verbal
  • spiritual or cultural
  • economic or financial
  • technological
  • social
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Hand Hold Empathy

Our Training

Your safety is our priority.

We understand that family violence is complex and sensitive. That’s why we train relevant staff to understand the potential severity and consequences of family violence, treat you with respect and provide you with practical support.

Training includes:

  • how to identify the signs of family violence,
  • how to engage effectively and appropriately with affected customers
  • how to apply this policy

Training is delivered to staff who:

  • engage with customers;
  • manage, train or otherwise direct staff who engage with customers; and
  • are responsible for the development and deployment of relevant products, processes and systems.
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Woman using laptop

Your Account Security & Privacy

We are committed to the security of your personal information and will engage with you to determine your preferred methods of communication. We will take reasonable steps, at all times, to protect your information.

You may:

  • provide us with more than one preferred communication method;
  • ask us not to use a particular method to contact you; and
  • change your preferred contact methods at any time;
  • keep a record of any method of communication that has been agreed between us.
  • add a security question or PIN number for additional account security. 
Our team ensures you receive the help you need promptly and efficiently. If you require support or wish to discuss your account with our dedicated Alinta Assist team, call us on 1800 218 433 or email us at wc_prioritycare@alintaenergy.com.au

 

We understand it may be difficult for you to safely or conveniently speak with us. You can therefore authorise us to liaise with the support person of your choice, who may be:

  1. a financial counsellor.
  2. someone who helps you manage your energy bills; or
  3. anyone else you deem appropriate.

To authorise a support person:

  • contact us on 1800 218 433 to add your support person;
  • request a ‘Letter of Authority’, which will allow you to detail who your support person is, and when we may speak with them.

We will then work with your support person in line with your authority.

If you wish to have our ‘Letter of Authority’ form sent to you via email or in the post, please contact us on 1800 218 433 or email us at wc_prioritycare@alintaenergy.com.au.

Once completed, please return this form to us.

Get in touch

We recognise that facing these challenges can be sensitive and understand that each situation is unique. Whether your account is active or closed, we encourage you to reach out to us on 1800 218 433 or email us at wc_prioritycare@alintaenergy.com.au to ensure we offer the support you require.

National Relay Service (NRS) and interpreter service

National Relay Service
National Relay Service
Interpreter
Interpreter

  • If you are Deaf, hard of hearing or have a speech/communication difficulty, please contact us through your preferred NRS call channels detailed on the National Relay Service website.
  • Provide the NRS with our phone number 1300 421 575.

Please visit the website for more information about the National Relay Service.

To access our interpreter service, please call 1300 297 727. 

Close up of woman typing on laptop keyboard
Woman using laptop

Your Account Security & Privacy

We are committed to the security of your personal information. We will inform you of any information that we may need to share with relevant government agencies or your distributor, as required under the law. We will also engage with you to determine your preferred methods of communication. We will take reasonable steps, at all times, to protect your information. You may:

  • provide us with more than one preferred communication method
  • inform us of a safe time of day to contact you
  • ask us not to use a particular method to contact you
  • change your preferred contact methods at any time
  • keep a record of any method of communication that has been agreed between us
  • add a security question or PIN number for additional account security. 
  • place your communications on hold when it is unsafe to receive any communications
  • add a PIN and/or security questions and answer as part of your account safety
Our team ensures you receive the help you need promptly and efficiently. If you require support or wish to discuss your account with our dedicated Alinta Assist team, call us on 1800 218 433 or email us at prioritycare@alintaenergy.com.au

 

Your account will be managed by our specially trained team, so you have a direct line of communication, and you won’t need to repeat your situation. Our staff will ensure you are only contacted by your agreed contact method and at your preferred time. We will help you connect with external support services that may be better placed to respond to your individual circumstances. We will also provide you with payment assistance tailored to your situation.

We understand it may be difficult for you to speak with us safely or conveniently. You can therefore authorise us to liaise with the support person of your choice, who may be:

  1. a financial counsellor.
  2. someone who helps you manage your energy bills; or
  3. anyone else you deem appropriate.

To authorise a support person:

  • contact us on 1800 218 433 to add your support person;
  • request a ‘Letter of Authority’, which will allow you to detail who your support person is, and when we may speak with them.

We will then work with your support person in line with your authority.

If you wish to have our ‘Letter of Authority’ form sent to you via email or in the post, please contact us on 1800 218 433 or email us at prioritycare@alintaenergy.com.au.

Once completed, please return this form to us.

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Moving Out of Transferring Out

If you are moving out or moving into a new property, we will assist you with your request and apply the same account protections to ensure your safety.

We will also monitor your account movement to ensure any requests to transfer your account to another retailer have been requested by you. We will contact you by your preferred contact method to confirm this.

We take your privacy very seriously and protecting your personal information is our top priority.

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Bill checklist card

Managing Debt and Payment Difficulty

Alinta Energy understands that financial difficulty can affect anyone, and we will provide you with assistance during these trying times.

We believe in treating our customers with respect, empathy and in a non-judgemental manner. We also understand that your circumstances are unique, we will work with you to identify the type of assistance that best suits your situation.

Our options are designed to assist you, whether you are in arrears or not.

We can assist you with:

  1. managing your ongoing cost of energy; and,
  2. overcome your energy debt.

We monitor overdue accounts as part of our normal business operations, which helps us identify who may need extra support. We also encourage you to contact us to access assistance as soon as possible after you start to experience financial difficulties.

Specific practical assistance we can offer includes:

(a) arranging more time for you to pay;
(b) setting up periodic instalment payment plans;
(c) [assisting you to set up] Centrepay and direct debit;
(d) referring you to external organisations that can provide you with financial counselling;
(e) assisting you to obtain relevant Government and non-Government grants via utility assistance programs; and
(f) providing practical energy efficiency advice to reduce your ongoing energy usage.

We are here to support our customers who are facing payment difficulties due to family and domestic violence. We understand that debt can sometimes result from financial abuse, and we’re committed to helping you through this challenging time. Each situation is assessed individually, and we will work with you to find the best solutions, such as payment plans, extensions, or deferrals. We may also consider reducing or waiving the debt on your energy account.

We will always consider the potential impact of debt collection on your account where you are liable for the debt. Each situation is assessed individually, and we will work with you to find the best solutions, such as payment plans, extensions, or deferrals. 

We may also consider reducing or waiving the debt on your energy account, particularly if another person has contributed to the amount owing for gas supplied to your address.

We will always take your circumstances into account and will not disconnect your gas or electricity supply unless required by energy laws and regulations. We know that every customer’s experience is unique, and we are dedicated to working with you to find the best ways to assist

Our hardship policy is also available here, which details these entitlements and others available to you.

Get in touch

We recognise that facing these challenges can be sensitive and understand that each situation is unique. Whether your account is active or closed, we encourage you to reach out to us on 1800 218 433 or email us at prioritycare@alintaenergy.com.au to ensure we offer the support you require.

National Relay Service (NRS) and interpreter service

National Relay Service
National Relay Service
Interpreter
Interpreter

  • If you are Deaf, hard of hearing or have a speech/communication difficulty, please contact us through your preferred NRS call channels detailed on the National Relay Service website.
  • Provide the NRS with our phone number 1300 421 575.

Please visit the website for more information about the National Relay Service.

To access our interpreter service, please call 1300 297 727. 

External Support Services

Support servicesContact details
Emergency000
National 1800 RESPECT
National support available 24/7 for people experiencing
sexual assault, domestic or family violence,
their friends and family and for professionals supporting
someone experiencing, or at risk of experiencing sexual assault,
domestic or family violence.		1800 737 732
www.1800respect.org.au
MensLine Australia
The national telephone and online support, information and
referral service for men with family and relationship concerns.
Callers have access to 24-hour support, anywhere anytime.		1300 789 978
mensline.org.au
Lifeline
Lifeline is a national charity all Australians experiencing
emotional distress with access to 24 hour crisis support and
suicide prevention services.		13 11 14
www.lifeline.org.au

Ask Izzy
Ask Izzy is a website that connects people in need with various
services,including housing, meals, financial assistance, family
violence support, counselling, and more. It is free, anonymous,
and features thousands of services listed across Australia.

If you're on the Telstra or Vodaphone mobile networks,
you can access Ask Izzy on your phone even if you don't have
credit or access to Wi-Fi.

https://askizzy.org.au/

Support servicesContact details
Safe Steps
Victoria’s 24/7 family violence response centre		1800 015 188
www.safesteps.org.au
Elizabeth Morgan House Aboriginal
Women’s Family Violence Services
Provides refuge accommodation and specialist family violence services to
Aboriginal women and their children. Their support also extends to parents of
Aboriginal children, as well as partners and ex-partners of Aboriginal people.		(03) 9403 9400
www.emhaws.org.au
WIRE
A generalist information, support and referral service run by
women and non-binary people for women, non-binary and
gender-diverse people.		1300 134 130
www.wire.org.au

Support servicesContact details
NSW Domestic Violence Helpline
Providing counselling and referrals to women
experiencing domestic and family violence 24/7		1800 656 463
www.facs.nsw.gov.au

Support servicesContact details
DVConnect
Helps Queenslanders find pathways to safety,
away from domestic, family and sexual violence.		1800 811 811
www.dvconnect.org

Support servicesContact details
Domestic Violence Crisis Line
Supports women and their children who are experiencing domestic
and family violence and are committed to helping people find safety
and support during and after experiencing abuse.		1800 800 098
www.womenssafetyservices.com.au

Support servicesContact details
Women’s Domestic Violence Helpline
A state wide 24 hour service providing support
for women, with or without children who are
experiencing family and domestic violence.		08 9223 1188 or 1800 007 339
https://www.wa.gov.au/service/community-services/community-support/womens-domestic-violence-helpline/
13YARN (13 92 76)
Offer a confidential one-on-one yarning opportunity with a lifeline-trained Aboriginal & Torres Strait Islander Crisis Supporter who can provide crisis support 24 hours a day, 7 days a week.		13 92 76
https://www.13yarn.org.au/


Acknowledgement of Country
Alinta Energy acknowledges the Traditional Custodians of the land on which we live, work and conduct our business operations.  We acknowledge the continuing connections of Aboriginal and Torres Strait Islander Peoples to Country and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander people.

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