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)

• age,
• disability,
• injury,
• 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,
• Bereavement,
• 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 ensure that the personal information of vulnerable customers is protected in accordance with our Privacy Policy. We will not share this information with third parties unless required to do so by law or with the customer’s explicit consent.

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.