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Family and Domestic Violence Policy

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 1975 (Cth), section 4AB.

Our committment to customers impacted by family and domestic violence

  • We are committed to providing support to our customers affected by FDV. Safety is paramount for anyone affected by family violence. We will strive for the early recognition of family violence.
  • We will ensure that our employees have adequate procedures and training in place for identifying, supporting and avoiding harm to customers.
  • We will protect private and confidential information of customers affected by FDV through ensuring we have processes in place to secure this information.
  • We will take all reasonable efforts to minimize the number of times customers need to disclose information about FDV.
  • We will provide assistance to claimants who are affected by FDV including those suffering financial hardship.
  • We will refer customers to specialist FDV services where appropriate.
  • We will engage with a vulnerable customer with sensitivity, dignity, respect and compassion — this may include arranging additional support, for example, referring the customer to people or services with specialist training and experience.
  • We will ensure appropriate and sensitive claims handling processes for claimants affected by FDV;
  • We will inform our customers, employees, distributors and service suppliers about information and support processes available to assist customers experiencing FDV.
  • We will support our team members who experience vicarious trauma after dealing with customers affected by FDV.

Team Member Support

  • We will support our team affected by FDV and/or experience trauma dealing with customer affected by FDV via a range of support mechanisms including Employee Assistance Programs and appropriate work arrangements.

Family and domestic violence advice and support

1800RESPECT: or at 1800 737 732 (24 hours)

24 hour national sexual assault, FDV counselling line for any Australian who has experienced, or is at risk of, FDV and/or sexual assault.

Rape and Domestic Violence Services: or at 1800 211 028. Rape and Domestic Violence Services Australia supports people affected by sexual, domestic or family violence.

Contact Us

If you have any questions or concerns regarding this Policy, we encourage you to reach out to