Family Violence Policy
The Family Violence Policy outlines our commitment to support customers affected by family violence in a respectful and flexible manner.
Introduction
We acknowledge that Family Violence can and does impact our customers. This policy applies to all small customers, including former customers, who have been, or are still affected by family violence.
How we can assist you
Our staff receive specialist training to ensure they understand the nature and consequences of Family Violence. This training includes the ability to identify and engage appropriately with an affected customer. We will never ask you to provide evidence that you have been impacted by family violence. Just letting us know is all we need.
Keeping you safe
Once we identify you as an affected customer, we will offer flexible support depending on your circumstances. This may include:
- Referral to our hardship program (if you are experiencing payment difficulties)
- Adding a password and other protections to your account
- Referral to a specialist family violence support service
- Only communicating with you via your preferred method.
We will add an account alert so that each time you call us, we will be fully aware of your situation and you will not have to discuss your circumstances again. This alert will remain until you ask us to remove it.
Our policy
Click the image below to view the Family Violence Policy. (PDF 1.9 mb)
Additional support within Queensland
While we are here to help, you can also access specialist support services available in regional Queensland.
If you are in immediate danger, please call 000.
Otherwise, the following services provide support in regional Queensland:
| Service | What they do | Phone or website |
|---|---|---|
| 1800 RESPECT | A 24-hour national counselling line for those who have experienced (or are at risk of) sexual assault, family and domestic violence. (24 hours a day, 7 days a week) | 1800 737 732 1800respect.org.au |
| DV Connect Womensline | Qld statewide telephone service for women experiencing domestic or family violence. DV Connect is also positioned to support the LGBTQ+ community. (24 hours a day, 7 days a week) | 1800 811 811 dvconnect.org/womensline |
| DV Connect Mensline | Free, confidential telephone counselling, referral and support service for men. DV Connect is also positioned to support the LGBTQ+ community. (9am to midnight, 7 days) | 1800 600 636 |
| Rainbow Sexual and Domestic Violence Helpline | The national LGBTQ+ domestic and family violence and sexual violence helpline and counselling service. | 1800 497 212 |
| Lifeline Australia | Crisis support. Suicide prevention. Information and support services. | 13 11 14 lifeline.org.au |
| Leaving Violence Program by Uniting Care | The Leaving Violence Program will support people experiencing intimate partner violence with financial assistance of up to $5,000 and support services. | 1800 253 283 (Mon-Fri, 8:30am - 5:30pm) leavingviolenceprogram.org.au |
| Central Queensland Indigenous Development (CQID) Family Violence Support | Providing support to Aboriginal and Torres Strait Islander people who live across Central Queensland and surrounds. | cqid.com.au/domestic-violence/domestic-violence-support |
| Queensland Government | Information, services and support for people impacted by domestic and family violence. | www.qld.gov.au/community |
| Refugee and Immigration Legal Service | Free legal assistance in immigration and refugee matters for people in need. | rails.org.au |
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