Family & Domestic Violence Policy

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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
Woman's hands holding another woman's hand in empathy
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.

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/

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