I'm affected by family or domestic violence

You're not alone

If you are experiencing family or domestic violence, please know your safety comes before anything to do with this account. Financial difficulty often goes hand in hand with these situations, and you deserve to be treated with care, respect and complete confidence. You are not to blame, and asking for support is the right thing to do.

If you are ever in immediate danger, call 000. For your account, you can reach out whenever it is safe to do so, and we will handle things sensitively.

What you can do

We can adjust how your account is handled to keep things safe and manageable.

• Ask to pause payments while you deal with your situation.
• Ask for a small, manageable payment if that suits you better.
• Let us know if there is a safe way to contact you, or a trusted person who can help.
• Ask us to treat your matter with extra confidentiality.

Step by step

1. When it is safe, have your account or reference number ready if you can.
2. Decide what would help most — a pause, a lower payment, or simply more time.
3. Contact us through the contact form or reply to your letter, and let us know you are affected by family or domestic violence.
4. Tell us any safe contact preferences and what support you need.
5. A financial counsellor or support worker can do this on your behalf if you prefer.

Free support available

You do not have to handle the money side alone. A free financial counsellor can support you and speak with us for you. Call the National Debt Helpline on 1800 007 007 — free, confidential and independent. If you are struggling emotionally, Lifeline on 13 11 14 and Beyond Blue on 1300 22 4636 are available any time. In immediate danger, always call 000.