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We understand that sometimes our customers need extra care and support at different points in their lives. 

We also know that everyone’s situation and needs will be different. We are committed to supporting you through these tough times with sensitivity, flexibility and care.

We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable, and decide how best, and to what extent, we can support you.

How to recognise customers who are experiencing vulnerability

A vulnerable person is someone who, because of personal circumstances or the actions of others, is susceptible to harm, loss or disadvantage. Vulnerability can be temporary or ongoing and it can be gradual or sudden. Anyone can become vulnerable at any point in time.

There are different types of vulnerability:

  • Financial and literacy
  • Mental and physical health
  • Cultural background
  • Geographic location (including remote communities)
  • Special circumstances such as recent job loss, divorce or bereavement
  • Family and domestic violence.

You might tell us directly you are experiencing vulnerability, or someone else like a relative, friend or supplier might let us know. We look at a customer’s language, behaviour or circumstances to also help identify or recognise that you need help.

How to access more support

Family Violence Policy

Financial Hardship Policy

Accessibility Services

The Translating and Interpreting Service (TIS National) provides translating services in a wide range of languages. Please call 1800 131 450 (during our normal business hours).

Users who are deaf, hard of hearing or have a speech impediment can contact us through the National Relay Service (normal operating hours and regular phone costs apply).

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1800 999 626

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