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)
Disconnection moratorium
Once a retailer becomes aware that a customer is a vulnerable customer they may not disconnect that customer's supply address for 9 months. This is known as a disconnection moratorium. The moratorium supports vulnerable customers to have access to essential services even if their ability to reliably pay for them has become limited.
Customers can choose to opt out of the disconnection moratorium by notifying their retailer, who will verify the customer's identity and consent. Customers can opt back in to the protection at any time by notifying their retailer.
Vulnerable customers are someone who has advised the retailer that they are affected by family violence or who the retailer has reason to believe is affected by family violence.
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.