We are committed to taking extra care with clients who experience vulnerability. We recognise that a person’s vulnerabilities can give rise to unique needs, and that their needs can change over time and in response to particular situations.
A person’s vulnerability may be due to a range of factors such as;
- Age;
- Disability;
- Mental health conditions;
- Physical health conditions;
- Family violence;
- Language barriers;
- Literacy barriers;
- Cultural background;
- Aboriginal or Torres Strait Islander status;
- Remote location;
- Financial distress.
We encourage you to tell us about your vulnerability or special needs so that we can work with you to arrange support – otherwise, there is a risk that we may not find out about it.
Support Measures
If you tell us, or we identify, that due to a vulnerability you need additional support or assistance, we will work with you and try to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable and we will protect your right to privacy.
If you tell us, or we identify, that you need additional support from someone else (for example, a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways. We will try to make sure our processes are flexible enough to recognise the authority of your support person.
Translating and Interpreting Services
Where practicable, we will provide access to an interpreter if you ask us to, or if we need an interpreter to communicate effectively with you. We will record if an interpreter is used or if there are reasons we are unable to arrange one.
TIS National (Translating and Interpreting Service) can assist our clients, prospective clients or third parties that require additional assistance with language.
To find out more, click on the following link tisnational.gov.au or call 1800 131 450 and ask for assistance in your preferred language.
National Relay Service
Where you require contact to be via the National Relay Service (NRS), the following contact details are provided to assist you:
- For Voice relay users: call 1300 555 727
- For TTY relay users: call 133677
- For SMS relay users: call 0423 677 767
Family and Domestic Violence
We recognise that family violence is a serious issue that affects diverse sectors of our community. We acknowledge that if you have previously experienced family violence or are currently experiencing family violence that this may make your ability to communicate with us more challenging, and/or make payments to us more difficult.
Family violence is unacceptable in any relationship and anyone experiencing family violence will be treated with dignity and respect. If you indicate or disclose family violence, we will provide you with support appropriate to the circumstances.
Disclosures made to any relevant third parties will be made with great care, keeping in mind the sensitivity and confidentiality of your situation.
Protecting your personal and other confidential information, such as your physical address and telephone number, is critical to your safety in these situations. In addition to our privacy policy, we will discuss safe ways to communicate with you.
If you are experiencing family violence and there is a debt for an unpaid premium, please talk to us so we can ensure we can help with this process.
Family and Domestic Violence Support
If you are experiencing family violence, you can contact 1800 RESPECT for family and domestic violence support from the National 24 hour Domestic and Family Violence and Sexual Assault hotline on 1800 737 732
Financial Hardship
We appreciate there are times when circumstances beyond your control can make it difficult to meet all your financial commitments.
If you are struggling to make payment to us, please let us know as soon as possible.
Financial Hardship means you have difficulty meeting your financial obligations to us. The support we provide does not include support with paying the premiums under an insurance policy we have arranged. But there may be other alternatives we can work through to help.
Financial advice/counselling
For free, confidential and independent financial advice, clients can contact Financial Counselling Australia. Contact can be made by visiting their website financialcounsellingaustralia.org.au financialcounsellingaustralia.org.au or through contacting the national financial counselling hotline on 1800 007 007.
Training our Representatives
All our client-facing representatives receive awareness training to support clients experiencing vulnerabilities and will treat all vulnerable clients with care, flexibility, dignity and respect.