Policy for customers experiencing family violence

Policy statement

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

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 applies to all Barwon Water employees, articulating Barwon Water’s support for customers who experience family violence.

It also sets out the process for employees to understand family or domestic violence and our commitment for 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 that family member to feel fear for the safety or wellbeing of that family member or another person; or
  6. behaviour by a person that causes a child to hear or witness, or otherwise be exposed to the effects of, behaviour referred to above.

Customer rights

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 legislation;
  3. tell their story one time only;
  4. feel safe, have time to consider their options and have their privacy protected;
  5. enter into Barwon Water’s Financial Hardship program, and be supported by our family violence process;
  6. receive information about financial support and assistance available and be provided with links to specialised support networks;
  7. be exempt from legal action and additional debt recovery costs;
  8. access to a free interpreter service (telephone 131 450), if required;
  9. payment suspension, 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.

Barwon Water’s role

Barwon Water’s role is to ensure customer rights (as above) are upheld.

Barwon Water also provides support to staff through its Family Violence Policy and through the availability of access to Converge International, Barwon Water’s Employee Assistance provider.

Training and Awareness

  1. All Customer Centre people leaders and front-line staff (contact centre and billing team) will be 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.
  2. Additionally, all front-line staff will receive training around the internal processes Barwon Water undertakes to protect the privacy and safety of customers who may be experiencing family violence.

Process Details

  1. The Customer Family Violence Policy and associated programs will be reviewed on an ongoing basis to ensure they remain appropriate and adequately meet our customers’ needs.
  2. Barwon Water is part of the customer safety net, recognising that customers may have more than one issue and need a variety of support and information provided.
  3. Barwon Water will continue to work closely with our community agencies and financial counselling partners to develop appropriate, customer-focused support for customers experiencing family violence.

Resources

Customers can be referred into external support networks and resources including:

Immediate support (for both men and women)

Generalist counselling and information

Legal and financial assistance