At WIP we are committed to providing support to our customers and their family members affected by family violence.
Our employees are aware of our Family Violence procedures and are trained on how to recognise and deal with family violence and financial hardship matters, providing you with safe and supportive assistance.
This policy sets out how we can help you, our commitment to respecting your privacy, how we handle claims, looking after our employees and how to access additional support or assistance.
What is Family Violence?
In Australian Law “family violence” is defined as “violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family … or causes the family member to be fearful.” (Family Law Act 1976 (CTH), section 4AB).
Family violence can include physical violence, emotional or verbal abuse, psychological abuse or controlling behaviour, sexual abuse, financial or economic abuse and damage to property.
By providing Us with Your Personal Information, You consent to Us collecting, storing, using and disclosing Your Personal Information as set out in this policy.
What can we do to help you?
If you tell us or we recognise that you are affected by family violence we are here to help by ensuring our employees are trained and that they engage with you in a sensitive and compassionate manner. We will minimising the number of times you need to disclose information about your situation, prioritise your safety and the confidentiality of your information, handle your claims with utmost care and provide details of additional support.
Respecting your Privacy
We recognise the importance of protecting the private and confidential information of our customers affected by family violence or financial hardship. We have procedures in place to ensure your information is secure and confidentiality is maintained.
Depending on your circumstances this could include updating your contact details, mutually agreeing times to talk, methods of communication or appointment of a trusted person to act on your behalf.
How we handle claims
We are committed to handling all claims with sensitivity, flexibility and care. If you informed us that you’re affected by family violence our employees will:
- minimise the number of times you need to tell us that you have been affected by family violence
- not require you to make direct contact with an alleged perpetrator or notify the police about an alleged perpetrator
- ensure that anyone visiting your home or site on our behalf is trained and aware that you may be in danger
- be mindful that events that result in insurance claims can trigger violence, and
- be flexible in our approaches to accommodate your needs.
If you have identified as being affected by family violence we will make suitable enquiries with you about your financial situation to determine whether you are experiencing financial hardship.
We understand that financial hardship can affect anyone. We will treat you with respect, empathy and understanding and will work with you to identify the type of support you require.
We will assist you to complete a financial hardship application form and gather supporting documents. We will fast track any financial hardship request.
Where we become aware that a customer’s debt involves a situation of family violence then we will not refer the debt on to a third party debt collection agency. We will consider the risks involved in attempting to recover debts in these situations.
Sometimes you may need extra help to get through a difficult time. Free, confidential, independent financial advice is available from Financial Counselling Australia or call the national financial counselling hotline on 1800 007 007.
Looking after our employees
We are committed to supporting our employees who are affected by family violence or where they have assisted a customer affected by family violence.
Access to Support or Assistance
Should you require additional support or assistance help is available from a number of specialist services as detailed below:
1800RESPECT or 1800 737 732
24 hour telephone or online counselling, information on safety planning, and information on how to support someone who is experiencing domestic and family violence.
Lifeline – Call 13 11 14
24 hour crisis support and suicide prevention services.
Mensline Australia – Call 1300 789 978
24 hour national telephone and online support, information and referrals for men with family and relationship concerns.
Child Protection Helpline – Call 132 111 or 1800 551 800
Kids Helpline – telephone and online counselling service specifically for young people aged between 5 and 25.
Australian Childhood Foundation – Call 1800 176 453 / 03 9874 3922
Counselling for children and young people affected by abuse.
ACON – Call (02) 9206 2000
LGBTI health organisation offering information, referrals, counselling, advocacy and practical support for LGBTI people in NSW experiencing family and domestic violence.
ACT Legal Aid ACT – 1300 654 314
Domestic Violence Crisis Service – 02 6280 0900 (24/7)
NSW Legal Aid NSW – 1300 888 529
Domestic Violence Line – 1800 656 463 or 1800 671 442 (24/7)
NT Northern Territory Legal Aid Commission – 1800 019 343
Domestic Violence Crisis Line – 1800 019 116 (24/7)
QLD Legal Aid Queensland – 1300 651 188
DV Connect Crisis Support – 1800 811 811 (24/7)
SA Legal Services Commission of South Australia – 1300 366 424
Women’s Safety Services – 1800 800 098 (24/7)
TAS Legal Aid Commission of Tasmania – 1300 366 611
Family Response and Referral Line – 1800 633 937 (24/7)
VIC Victoria Legal Aid – 1300 792 387
Safe Steps Family Violence Response Centre – 1800 015 188 (24/7)
WA Legal Aid WA – 1300 650 579
Women’s Domestic Violence Helpline – 1800 007 339 (24/7)
Updating this Policy
We may make changes to this policy. Any changes will be uploaded to our Website and the effective date noted accordingly.
How to contact US
If you have a query relating to our Family Violence Policy, please contact our office during business hours.
Effective Date: 1/07/2020