Vulnerable customers policy

We are aware that changes to an individual’s circumstances can happen at a moment’s notice and we seek to handle these changes sensitively. Any customer is potentially vulnerable when their specific circumstances place them in a position where additional support might be needed to ensure they get the best possible outcome.

There are many forms of vulnerability and there is no one-size-fits-all approach to supporting vulnerable customers. Whilst some vulnerabilities are permanent, others can be fluid, temporary or occur at changing intervals, or lead to other or enhanced levels of vulnerability.

Where available and practicable, we will take reasonable steps to provide you with access to a means of communicating effectively with us. This assistance may be provided using available interpreter services if you ask us to, or if we need an interpreter to communicate effectively with you.

The Australian Government’s Translating and Interpreting Service (TIS National – provides:

• Immediate phone interpreting; 24 hours a day, 7 days a week

• Pre-booked phone interpreting

• On-site interpreting

• Automated Telephone Interpreting Service (ATIS)

Our staff is trained to understand if a customer is vulnerable, determine how best to support the customer, take their specific needs into account, and engage with the customer with respect, sensitivity and dignity. We may make special arrangements for vulnerable customers, if required.

OrganisationContact NumberWeb PageServices Available
National Debt Helpline1800 007 counselling & information for people experiencing financial difficulty
Beyond Blue1300 224 for people experiencing anxiety, depression, or other mental health issues
MensLine 1300 78 99 and information service for men with family and relationship concerns
Lifeline 13 11 support with access to 24 hour crisis support and suicide prevention services
1800 Respect1800 737 sexual assault, domestic and family violence counselling service
QLife 1800 184 anonymous and free LGBTI peer support and referral
Counselling Online1800 422 people in Australia affected by alcohol and other drugs, for free 24/7
Gambling Help Online1800 858 free support for anyone affected by gambling in Australia