Supporting Vulnerable Clients

We’re aware that changes to your circumstances can happen at a moment’s notice and seek to handle these changes sensitively. We understand that you may become vulnerable when your specific circumstances change and place you in a position where additional support may be needed to achieve the best possible outcome.

Vulnerability can take many forms, and a one-size-fits-all approach to supporting vulnerable customers may not offer the best solution. Whilst some vulnerabilities are permanent, others can be fluid, temporary or occur at changing intervals, or lead to other or enhanced levels of vulnerability.

Where available and practicable, we will take reasonable steps to provide you with access to a means of communicating effectively with us. This assistance may be provided using available interpreter services if you ask us to, or if we need an interpreter to communicate effectively with you.

The Australian Government’s Translating and Interpreting Service (TIS National) provides:

• Immediate phone interpreting; 24 hours a day, 7 days a week
• Pre-booked phone interpreting
• On-site interpreting
• Automated Telephone Interpreting Service (ATIS)

Our staff are trained to understand if you, our client, are vulnerable, determine how best to support you, take your specific needs into account, and engage with you with respect, sensitivity and dignity. We may make special arrangements for you, if required.

We have listed a number of organisations that can provide assistance, should you need to seek advice or assistance from other organisations or support networks.