Policy for customers experiencing family violence

Policy statement

Barwon Water is committed to providing confidential and respectful assistance to customers experiencing family violence.

Any enquires or feedback relating to this policy should be referred to the responsible position outlined above. Matters of a sensitive and confidential nature will be managed with care and in accordance with the relevant policies and procedures.

For support in other languages, please call the free interpreter service on 131 450.

Please read or download the Customer Family Violence Policy below or request a copy by calling 1300 656 007.

Customer Family Violence Policy (PDF 430.4 KB)

Purpose

Barwon Water has developed this policy for customers experiencing family violence, with the safety of our customers and employees being paramount.

It is now widely recognised that Government, corporate and community sectors all have a responsibility to work together to support those experiencing family violence. A collaborative and integrated response is essential in order to effect long term systemic change.

Scope

This policy sets out the support for customers who experience family violence and may be applied by all Barwon Water employees. It sets out the level of awareness expected of employees – supported by training - to understanding family and domestic violence and confirms our commitment upholding the rights of customers to privacy and support.

Policy details

Definition of family or domestic violence

Behaviour by a person towards a family member if that behaviour:

1. is physically or sexually abusive; or
2. is emotionally or psychologically abusive; or
3. is economically abusive; or
4. is coercive; or
5. in any other way controls or dominates the family member and causes them to feel fear for their safety or wellbeing or that of another person; or
6. causes a child to hear or witness, or otherwise be exposed to the effects of the above behaviour.

Customer rights

Barwon Water’s role is to ensure the following customer rights are upheld. A customer experiencing family violence has the right to:

1. expect and receive confidential and respectful conversations;
2. be assured that all personal information will be kept confidential in line with Barwon Water’s policies and relevant privacy legislation (the Privacy and Data Protection Act 2014) and regulatory guidelines (the ESC Customer Service Code for Urban Water Businesses). This may involve the use of extra-level data security mechanisms for impacted customers;
3. tell their story one time only;
4. request one point of contact within the Customer Centre team and be provided with that officer’s direct phone line;
5. feel safe, have time to consider their options and have their privacy protected;
6. automatically enter into Barwon Water’s Customer Support program, and be supported by our family violence process;
7. suspension of payment, reduced payment instalments and/or waiver of part or all of the customer’s debt at Barwon Water’s discretion and on a case by case basis;
8. be exempt from debt collection processes and any associated costs;
9. have any charges that are linked to a “joint account” with another customer be managed in a considerate manner;
10. receive information about financial support and assistance available and be provided with links to specialised support networks;
11. access to a free interpreter service if required (telephone 131 450); and
12. receive a copy of this policy upon request.

Barwon Water’s role

Barwon Water recognises that customers may have complex issues and may benefit from a variety of support options that may be available to them. A variety of Barwon Water assistance options exist, underpinned by our Customer Support Strategy, however these options are limited to support relating to the customer’s water account.

Barwon Water staff are unable to offer counselling to a customer who discloses family violence, however they will

• LISTEN closely, with empathy and without judgement,
• ACKNOWLEDGE the person’s disclosure, and
• ASSIST the customer regarding their initial query, considering any Barwon Water support programs they are eligible for, then
• offer REFERRAL onto appropriate external support agencies. (Refer to Resources.)

In the event that a customer has presented with serious risks relating to their personal safety, additional action may be considered, such as immediate referral to emergency services, such as the Police.

Training and Awareness

1. All other Barwon Water staff are provided awareness training under the organisational Competency and Learning Framework.
2. All Customer Centre people leaders and front-line staff are trained in identifying and responding to the complex issues associated with family violence, so that they can assist customers and staff in handling customer requests in a respectful and appropriate manner.
3. Additionally, all Customer Centre front-line staff are trained in the internal processes Barwon Water undertakes to protect the privacy and safety of customers who may be experiencing family violence.
4. Awareness and process training for front-line staff is incorporated within induction training and as part of refresher training to ensure appropriate capability and awareness.

Process Details

1. The Customer Family Violence Policy and associated programs are formally reviewed every two years (or as needed) to ensure that they remain appropriate and adequately support customers.
2. Staff capability is reviewed regularly using a training needs analysis methodology.
3. Barwon Water works closely with our community agencies and financial counselling partners to develop appropriate, customer-focused support for customers experiencing family violence.

Resources

Customers may be referred to external support networks and resources including:

Immediate support (for both men and women)

• Safesteps
• 1800 RESPECT
• In-touch Multicultural Centre Against Family Violence
• LifeLine Geelong
• Mensline Australia
• The Orange Door

Generalist counselling and information

• Barwon Water Employee Assistance Program  – Converge International
• Aboriginal Family Violence Prevention and Legal Service Victoria
• Another Closet — LGBTIQ Domestic and Family ViolenceQLife
• Safe and Equal
• Barwon Centre against Sexual Assault and Family Violence (CASA)
• The Lookout
• Bethany Community Support
• Men's Referral Services (MRS)
• Q Life

Legal and financial assistance

• Cultura Financial Counselling
• Department of Human Services
• WIRE
• Women's Legal Service
• National Debt Helpline
• Ageing and Disability Abuse Helpline