Your Safety Comes First
Family & Domestic Violence
We are dedicated to supporting customers affected by Family and Domestic Violence with care, sensitivity, and respect.
Our approach
Supporting you through difficult times
We understand that Family and Domestic Violence (FDV) can have a profound impact, and we are committed to supporting customers affected by FDV. When it is safe for the customer to communicate freely, we will verify their preferred contact details to provide information in the safest manner possible.
We may discuss:
- 1How would you prefer to receive correspondence (phone, email, or post)?This is especially important if the abusive person lives with you and you wish to keep communication private.
- 2What is the best time of day for us to reach out, ensuring you can discuss your situation comfortably?
Understanding the profound impact of FDV on our customers, we strive to create a supportive and secure communication environment.
Our commitments include:
We will make every effort to minimise the number of times a customer has to share their experiences.
We will never ask customers to communicate directly with their abuser.
We will not disclose a borrower's information to joint borrowers.
We will handle information requests carefully to prevent unintentional sharing of personal details.
We will work with you to maintain clear communication and support agreed arrangements, to help avoid standard collection actions once hardship arrangements end.
In cases of known FDV, we will exercise caution during authorised third-party contacts to protect the customer's privacy and security.
Need additional support?
We can check if you need further support and connect you with specialised resources for additional assistance or contact us for more support.