Retailers must develop, maintain and implement a family violence policy which is designed to assist vulnerable customers. These policies must provide for the appropriate training of staff, protection of customers' information, access to safe methods of communication and include processes that ensure vulnerable customers are not asked to repeatedly discuss their situation.
Protections
Once you have made your retailer aware of your situation, they are required to provide you with a number of protections. These include:
- protection from disconnection
- consideration of reduced or waived fees, charges or debts
- additional financial assistance (pre-payment customers)
- no fee for replacing a pre-payment meter with a standard meter
- they must not request written evidence of family violence (some exclusions for payment debt and possible disconnections apply)
Where can I find these policies?
Retailers are required to publish the latest version of their family violence policy on their website. Please refer to your retailer's website for the most up to date version of their family violence policy.
Further information is available at on the ERA's information for customers experiencing family and domestic violence webpage.
