Family Violence Policy

Family violence is when someone in a family, domestic, intimate or family-like relationship:

• is violent or threatening
• coerces or controls you
• tries to make you feel unsafe.

Family violence can include, but is not limited to:

• financial abuse, such as controlling your money, taking away your financial independence, or refusing to provide necessary financial support for you or your dependent’s living expenses
• emotional or psychological abuse, such as manipulation, intimidation or behaviours that undermine you or make you feel controlled
• physical abuse, such as intentionally using physical force against you, another person or animal
• sexual abuse, including any forced, unwanted or exploitative sexual activity
• social abuse, such as isolating you from your family, friends or culture
• elder abuse, such as a single or repeated act or failure to act, including threats, that results in harm or distress to an older person. These occur where there is an expectation of trust and/or where there is a power imbalance between the party responsible and the older person.

If you tell us that you are affected by family violence, we will take extra precautions with your energy-related information.

• We will only discuss your energy contract or energy bills with you, or someone you choose to communicate with us.
• We will not ask you to give us evidence that you are affected by family violence before we can help you.
• We will not ask you to repeatedly disclose your personal circumstances.

You can choose how you want to communicate with us

• We will request your preferred form of communication, and we will only use that form of communication to talk to you about your energy account.
• If we cannot use your preferred form of communication, we will offer other ways to communicate with you.

You can nominate a support person

You can choose a support person to communicate with us. A support person could include a:

• family member or friend
• financial counsellor
• social worker
• someone who helps you manage your energy bills.

We will only do this if you give us your permission and provide us the contact details of your preferred person(s). If this happens, we will note their details in our records.

We will only communicate with you and/or the person you choose, according to your instructions. If you prefer, we can communicate solely with your chosen support person.

If you tell us that you are affected by family violence, we will secure information related to your energy account, including your contact details, in the following ways:

• Your details will be stored in our computer system, which is password protected and only accessible to relevant employees or agents that need to access them to perform services relating to your energy account.
• If you agree, we will ‘flag’ your energy account so that any administrative employees who manages your energy account will take extra precautions to keep information related to your energy account safe and will engage you through your preferred form of communication and/or through your chosen support person.
• We will not share your energy-related information with anyone unless you give us permission, or we are required by law to do so.

Financial abuse can occur when someone stops you from accessing your money, manipulates your financial decisions, or uses your money or assets without your consent.

Energy accounts can sometimes be used as a tool for financial abuse, which is a form of family violence. Examples of financial abuse relating to energy accounts can include:

• opening an energy account in your name without your knowledge or consent
• opening a joint energy account with you but refusing to contribute to the costs
• using your energy account details to manipulate or control you.

We recognise family violence as a likely cause of a customer experiencing payment difficulties. If you are experiencing financial difficulties due to family violence, we will take this into account when supporting you with matters relating to payment of your energy bills.

If you are affected by family violence and are struggling to pay your energy bills, contact us for help as soon as possible. We can offer support, including payment plans and waiving fees associated with late payment (if applicable).

Late payment fees
We will waive late payment fees on your energy bill.

Payment plans
If you are a residential customer on a payment plan with us, and you have missed your payments, we will work with you to set up a new payment plan.

We will not disconnect you
We will consider how family violence has impacted your ability to pay your energy bills and will not disconnect your energy supply if your unpaid energy bills resulted from family violence or would impact your safety.

If you are affected by family violence, the support services below may assist you.