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Vulnerable Customer and Family Violence information

1. Purpose

The purpose of this Family Violence & Supporting Vulnerable Customers information page is to inform all our staff, stakeholders and customers of Colonial Financial Services Pty Ltd’s approach to identifying and supporting Vulnerable Customers, including those affected by Financial Hardship and Family Violence.

For the purposes of this policy, Colonial Financial Services Pty Ltd has been developed and will comply with the National Insurance Brokers Association (NIBA) Insurance Brokers Code of Practice. Vulnerable Customers are customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

Colonial Financial Services Pty Ltd is committed to exercising greater care when dealing with Vulnerable Customers. A person may be vulnerable due to a range of factors, including:

  • age;
  • disability;
  • mental health conditions;
  • physical health conditions;
  • family violence;
  • language barriers;
  • cultural background;
  • Aboriginal or Torres Strait Islander status;
  • remote location; or
  • financial distress.

2. Our Support for You

Colonial Financial Services Pty Ltd is committed to conducting its business with honesty and integrity. We remain committed to informing Customers, employees, distributors and service suppliers about the information and assistance available to vulnerable people, including those experiencing Financial Hardship and Family Violence.

Colonial Financial Services Pty Ltd’s internal policy and training programs, assists employees to:

  • understand if a Customer may be vulnerable;
  • determine how best, and to what extent, they can support a vulnerable Customer;
  • take account of a Customer’s particular needs or vulnerability; and
  • engage with a vulnerable Customer with sensitivity, dignity, respect and compassion. This may include arranging additional support and referring the Customer to specialised people or services.

3. Family Violence

At Colonial Financial Services Pty Ltd, we recognise that family and domestic violence impacts the communities in which we operate. Our purpose is to be there for those our communities rely on. This includes a commitment to support our staff and customers affected by family violence.

In Australian law, family violence is defined as “violent or threatening behaviour, or any other form of behaviour, that coerces or controls a family member or causes that family member to be fearful.”

Family violence is not limited to physical violence and may also include emotional, psychological, financial or sexual abuse, threats of abuse, and damage to property. It occurs in many different forms and can affect anyone.

At Colonial Financial Services Pty Ltd, your safety is paramount. If you are impacted by family violence, we encourage you to talk about the situation. We commit to supporting you in any way we can.

  • Our staff are trained to help identify customers affected by family violence and to respond appropriately and sensitively.
  • We will take extra care to protect the private and confidential information of customers affected by family violence.
  • We will give you greater control over how your personal information is shared with third parties.
  • We will minimise the number of times you need to disclose information about your circumstances when affected by family violence.

4. Assisting Vulnerable Customers

Colonial Financial Services Pty Ltd is focused on supporting your needs with sensitivity, consideration and compassion. We can assist Vulnerable Customers, including those experiencing Family Violence or Financial Hardship, by:

  • ensuring safe and confidential communication in light of individual circumstances; and
  • helping set up new insurance policies.

5. Financial Hardship

We appreciate that there are times when circumstances beyond your control can make it difficult to meet all your financial commitments and help you access support and services when you need them most.

Financial hardship means that you are unable to meet your obligations to your insurer. The support Colonial Financial Services Pty Ltd can offer does not include support with paying the premiums under an insurance policy we have arranged.

If a Customer informs Colonial Financial Services Pty Ltd, or we identify, that they are experiencing Financial Hardship, we will provide them with the following information:

6. Privacy Policy

At all times, and in accordance with Privacy laws and Colonial Financial Services Pty Ltd Privacy policies, we will ensure the secure and confidential handling of private, confidential and personal information about Vulnerable Customers, including those affected by Family Violence, in order to protect their safety. This will enable Customers to have confidence that such information is secure and not at risk of deliberate or inadvertent disclosure.

Our Privacy Policy explains how we manage your personal information. We are bound by the Privacy Act 1988 (Cth) to protect and maintain the confidentiality of your personal information.

7. Support Services and Resources

If you are in danger, please call 000.

If you or someone you know is experiencing family violence, the following free services are available:

  • 1800 RESPECT – 1800 737 732
  • Lifeline (13 11 14) – Crisis support
  • Beyond Blue (1300 22 4636) – Mental health support

Australia Wide

  • Kildonan UnitingCare
  • Domestic and Family Violence Response Training

Australian Capital Territory

  • Legal Aid ACT

New South Wales

  • NSW Health Education Centre Against Violence
  • Women’s Domestic Violence Court Advocacy Service
  • Gendered Violence Research Network, UNSW
  • Ask LOIS (Women’s Legal Service NSW)
  • Law Access NSW
  • Legal Aid NSW

Northern Territory

  • Northern Territory Legal Aid Commission

Queensland

  • Queensland Centre for Domestic and Family Violence Research
  • Legal Aid Queensland

South Australia

  • Legal Services Commission of South Australia

Tasmania

  • Legal Aid Commission of Tasmania

Victoria

  • Domestic Violence Resource Centre Victoria
  • Victoria Legal Aid

Western Australia

  • Women’s Council for Domestic and Family Violence Services
  • Legal Aid WA

General Advice on this website has been prepared without taking into account your objectives, financial situation or needs. Before acting on advice, consider its appropriateness. Consider our disclosure documents, which include our FSG and Product disclosure Statements (PDS) for some products.