Family Violence Support

We recognise that family violence is a serious and prevalent occurrence in Australian society. We aim to provide customers affected with entitlements to safe, supportive and flexible assistance.

We are committed to managing customers who are experiencing family violence with empathy, sensitivity and with the utmost consideration to customers’ account security and individual financial circumstances.

For more information, read our Family Violence Policy.

External Support Services

There are many agencies and support services that can also assist if you are experiencing family violence. Below is a list of important contacts:

Support Services Contact Number and Information



1800RESPECT The National Sexual Assault & Domestic Family Violence Counselling Service

1800 737 732

 A telephone helpline, information and support service - 24/7. Also, a free advice and counselling line for professionals responding to domestic violence.

Safe Steps

1800 015 188

 A family violence response service for women and children. Provide information on specific family violence support services, legal rights and accommodation options – 24/7.

Elizabeth Morgan House Aboriginal Women’s Family Violence Services

03 9482 5744

 Crisis accommodation and supports for Aboriginal women and spouses of Aboriginal men.

The Lookout

 An online regional service directory and resources aimed at preventing and responding to family violence.

WIRE - Women’s Information & Referral Exchange

1300 134 130

Provide free and confidential support, information and referrals on any issues, for Victorian women.


13 11 14

Lifeline is a national charity providing crisis support and suicide prevention services - 24/7.

Suicide call back service

1300 659 467

Provides professional counselling for people feeling suicidal or people worried about someone else at risk of suicide – 24/7

MensLine Australia

1300 78 99 78

MensLine Australia is a professional telephone and online support and information service for Australian men – 24/7

Kids Help Line

1800 551 800

Support and information for children up to age 25 – 24/7.

InTouch Multicultural Centre Against Family Violence

1800 755 988

Statewide provision of services, programs and responses to family violence in CALD communities.


1300 224 636

Raising awareness and working towards reducing the impact of anxiety, depression and suicide. Empowering people to seek supporting.

National Disability Abuse and Neglect Hotline

1800 880 052

An Australia-wide telephone hotline for reporting abuse and neglect of people with disability – 24/7.

National Financial Counselling Service

1800 007 007

Offer free information and advocate for extreme financial circumstances – 24/7.



Further reading

Hardship and financial support
Faults and emergencies
Energy saving tips