We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable, and decide how best, and to what extent, we can support you.
How to access more support
How to recognise customers who are experiencing vulnerability
A vulnerable person is someone who, because of personal circumstances or the actions of others, is susceptible to harm, loss or disadvantage. Vulnerability can be temporary or ongoing and it can be gradual or sudden. Anyone can become vulnerable at any point in time.
There are different types of vulnerability:
Financial and literacy
Mental and physical health
Geographic location (including remote communities)
Special circumstances such as recent job loss, divorce or bereavement
Family and domestic violence.
You might tell us directly you are experiencing vulnerability, or someone else like a relative, friend or supplier might let us know. We look at a customer’s language, behaviour or circumstances to also help identify or recognise that you need help.
The Translating and Interpreting Service (TIS National) provides translating services in a wide range of languages. Please call 1800 131 450 (during our normal business hours).
Users who are deaf, hard of hearing or have a speech impediment can contact us through the National Relay Service (normal operating hours and regular phone costs apply).