For additional support
Are you a vulnerable customer or experiencing family domestic violence? We have policies in place to help guide and support you. Please refer to the below for what resources are available and how we can support you. Click here for our family and domestic violence policy.
We are committed to ensuring that our vulnerable customers receive the support and assistance they need to access our products and services. We will review our policy on vulnerable customers regularly to ensure that it remains effective and relevant.
If you are a a vulnerable customer, experiencing family and domestic violence or financial hardship, there are organisations that can help. Whether that’s helping you move to a safe place, provision of legal advice, or other types of practical help.
To speak to us or get more information on your policy, contact us.
Always call 000 if you or your family are in immediate danger.
Translating and Interpreting Service
If you need translation and interpreter Services, TIS National can be contacted on 13 14 50
At NEOS, we’re committed to treating our customers with dignity and respect. We recognize that some of our customers may be more vulnerable than others, and we are committed to ensuring that we provide the necessary support and assistance to meet their needs. Our policy on vulnerable customers is as follows:
We consider a customer to be vulnerable if they are unable to make informed decisions or if they are at risk of being mistreated because of their personal circumstances.
This can include but is not limited to the elderly, disabled, those with mental health issues, those with physical health issues, those with learning difficulties, and those experiencing financial difficulties.
Vulnerability can be experienced in all different forms and can be due to (not limited to)
- a mental health condition,
- physical health condition,
- language barriers,
- literacy barriers,
- cultural background/ barriers including those of Aboriginal or Torres Strait Islander status
- remote location,
- Suicidality or suicidal behaviours,
- family violence or
- Financial distress,
- Under the influence of prescription medication or illicit drugs/alcohol abuse
Vulnerability is an experience that can affect anyone, at any time. Some examples may include;
- Elderly customers who may be hearing or sight impaired or need extra time;
- Loss of employment for our customer or family member;
- Financial difficulties;
- A death in the family;
- Illness, including physical incapacity, hospitalisation, or mental illness of the customer or family member;
- Someone who may be experiencing domestic violence; or
- Family breakdown.
We will strive to identify vulnerable customers through our interactions with them. This may include asking appropriate questions, observing behaviour, and taking into account any information provided to us. We will not make assumptions about a customer’s vulnerability based on their age, appearance, or any other characteristic.
All our staff will be trained to recognize and respond appropriately to vulnerable customers. This will include training on how to identify vulnerability, how to communicate effectively, and how to provide appropriate support.
We will provide appropriate support to vulnerable customers to ensure that they are able to access our products, services and ongoing support. This may include providing additional time, assistance with completing forms, or providing information in alternative formats where required.
We will communicate with vulnerable customers in a clear, jargon-free language and in a way that is appropriate for their level of understanding. We will also ensure that all our communications are accessible to those with disabilities.
We will handle complaints from vulnerable customers with sensitivity and empathy. We will ensure that complaints are handled promptly and fairly, and that customers are kept informed of progress throughout the process as per our Complaints Policy.