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Feeling Vulnerable. How we can help

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Feeling Vulnerable. How we can help

Supporting our customers who are experiencing vulnerability

Life events happen and we understand that anyone can experience vulnerability at any time.  We are committed to recognising and supporting our customers who are vulnerable when they need it most.

What is ‘vulnerability’?

Customers may experience vulnerability in different ways, temporarily or long term.  It may be result from a range of factors, including but not limited to:

  • Age – young or old
  • Disability or injury
  • A mental health condition
  • A physical health condition
  • Language, literacy or numeracy barriers
  • Cultural background
  • Living in a remote location or being socially isolated
  • Domestic or family violence
  • Natural disasters or catastrophic events
  • Financial hardship or distress.

We understand that a customer experiencing vulnerability may need extra support. 

How can we help?

We will work with you (or if you prefer, someone who you want to represent you) to find out how best to provide the service and support you need.  We understand it can be difficult to discuss your circumstances, but our staff are trained to help.  
We will:

  • Offer communication via different methods so you can choose what suits you best
  • Suggest you bring a support person, or provide consent for us to speak with your chosen representative if you would prefer
  • Arrange an interpreter in need or at your request
  • Remain patient, considerate, respectful and sensitive to your needs and circumstances
  • Where possible, enable you to deal consistently with one team member
  • Offer suitable support and options to assist you.

How to contact us?

Phone 1800 006 776 Monday to Friday 9am to 6pm AEDT, excluding Sydney public holidays. 

If you have a hearing or speech impairment, you may wish to contact us via the National Relay Service by calling 1300 555 727.

Email: [email protected]
Write: GPO Box 4737, Sydney 2001

Have a complaint about our products or services?

Details about our complaints resolution process are available.

If you need assistance with lodging a complaint, please contact us via the details listed in the section above.

Other sources of support

PLEASE NOTE: If you are concerned for your immediate safety, please call 000.

Our Family and Domestic Violence Policy is available here.

Mental Health Resources  
Claim up to 20 sessions with a Mental Health Professional through Medicare Website: 
Beyond Blue - information and support to help everyone in Australia achieve their best possible mental health Phone: 1300 224 636      
24 Hour Line – telephone information and counselling service for people in crisis needing urgent help. Phone: 1800 199 008 
Kids Help Line – free telephone and online counselling service for young people Phone: 1800 551 800
Lifeline – provides access to 24 hour crisis support and suicide prevention services  Phone: 13 11 14
MensLine Australia - telephone and online counselling service offering support for Australian men  Phone: 1300 789 978 
Salvation Army Hope Line for suicide support  Phone: 1300 467 354 
Suicide Call Back Service – nationwide 24/7 telephone and online counselling to people affected by suicide  Phone: 1300 659 467
Mental Health Emergency Response Line – 24/7 telephone service for people in Perth metro area experiencing mental health crisis  Phone: 1300 555 788 
Poisons Information Centre  Phone: 13 11 26
Griefline – telephone counsellors  Phone: 1300 845 745 (6am to midnight AEST)
National Association for Loss and Grief  Phone: 02 6882 9222
Financial and Legal Aid Resources
MoneySmart - ASIC provides tips and advice on managing money  Website:   
National Debt Helpline - free, confidential financial counselling service  Phone: 1800 007 007
Legal Aid Commissions – each State and territory provide legal assistance services, including some that is available free of charge for certain individuals  Website:
Kildonan Uniting Care – provide financial support programs and child, youth and family support (website provides option to select language)  Phone: 1800 002 992
The Salvation Army Moneycare - free, confidential
financial counselling service 
Phone: 1800 722 363
Literacy Services/Interpreting/Translation Resources 
Telephone and video translation services  Phone: 131 450
Hearing and speech impaired customers can contact ALI Group via the National Relay Service  Phone: 1300 555 727
Teletypewriter services number: 133 677
SMS relay number: 0423 677 767 
Family, Sexual & Domestic Violence Resources 
1800 RESPECT - a 24 hour national sexual assault, domestic and family violence counselling line  Phone: 1800 737 732
Services Australia – support services & tools  Website:  
ACON Sydney - help LGBTIQ people who have experienced domestic and family violence by providing a range of resources and support services  Website:  
QLife – LGBTI peer support and referral for people wanting to talk about a range of issues including sexuality, identity, gender, bodies, feelings or relationships  Phone: 1800 184 527 (3pm to midnight, 7 days)
White Ribbon – support services in each state  Website:  
DV Connect Womens Helpline – free crisis helpline for Queenslanders identifying as female and experiencing domestic and family violence  Phone: 1800 811 811 
DV connect Mens Helpline - Queensland’s free, domestic and family violence helpline for anyone identifying as male, regardless of age, ability, ethnicity, income or religion. Offering counselling, information & referral pathways  Phone: 1800 600 636 (9am – midnight, 7 days) 
Sexual violence helpline - free helpline offering emotional support and referral pathways for any Queenslander who have been sexually assaulted or abused.  Phone: 1800 010 120 (7:30am – 11:30pm, 7 days)
Ask Izzy - mobile website that connects people who are in crisis with the services they need right now and nearby.  Website:  
Aboriginal Family Domestic Violence Hotline – information on victims’ rights, how to access counselling & financial assistance  Phone: 1800 019 123 
Women’s Legal Services Australia  Website: 
Men’s Referral Service – advice for men about Domestic Violence  Phone: 1300 766 491
Domestic Violence in Regional Communities – provides a contact list of services available in different States in Australia for people impacted by, or perpetrators of domestic violence  Website: 
Australian Childhood Foundation – counselling for children and young people affected by abuse  Phone: 1800 176 453
Relationships Australia – Support groups and counselling on relationships for abusive and abused partners  Phone: 1300 364 277
Say it Out Loud – national resource for the LGBTQ+ communities and to build the capacity for service professionals working with people who have experienced sexual, domestic and family
Cultural Background Services 
Supporting Culturally and Linguistically Diverse People  Website:  
Head to Health - Support & Resources for Culturally and Linguistically Diverse people  Website: 
Aboriginal Health Services and Support  Website: 
Culturally appropriate mental health services for Aboriginal and Torres Strait Islander people  Website: Aboriginal and Torres Strait Islander mental health program | Australian Government Department of Health 
Social, emotional and cultural wellbeing online resources for Aboriginal and Torres Strait Islander People  Website: 
Natural Disasters 
Disaster Assist – getting help & key contacts Website: 
Complaints  Phone: 1800 006 776
Email: [email protected]
Fax: 1800 260 860
Postal address: GPO Box 4737, Sydney NSW 2001 
Australian Financial Complaints Authority (AFCA)  Phone: 1800 931 678