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Vulnerable Persons Policy

Learn about our approach to vulnerable people and the available options.

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1 DOCUMENT SCOPE

1 About This Policy

This guide only relates to debts purchased by us under a Notice of Assignment. All other debts  managed by us are subject to our client's own policy.

2 What Is a Vulnerable Person?

​We define a vulnerable person(s) as someone who is exposed and susceptible to harm or loss. This may be temporary, sporadic or a permanent situation. We want to ensure that people identified as vulnerable are treated with empathy, understanding, sympathy, sensitivity, compassion and respect.

3 Are You Vulnerable?

You may not realise it, but you may be vulnerable if you are experiencing one or more of the following circumstances:

  • you have a mental or physical illness and / or disability

  • you have experienced or are experiencing domestic or family violence

  • you are elderly

  • you have recently suffered a close family tragedy

  • you have been subject to financial abuse

  • you come from a culturally or linguistically diverse background

  • have a low financial literacy

  • you reside in a remote area

  • you have recently been impacted by a natural disaster

  • have suffered an addiction or have other behavioural challenges

  • there are other factors contributing to significant detriment

4 What We Can Do To Assist You

 

Where you, your authorised representative or a member of our team identify you as being a vulnerable person we will provide you with a number of options including:

  • providing a moratorium on payments, interest, fees and charges (where applicable)

  • deferring collection action for a period of time

  • advising our client that we have identified you as a vulnerable person

  • referring you to relevant support services

5 Meeting Your Needs

We take social responsibility seriously and will make every attempt to meet your needs during this difficult period.

Please indicate to us:

  • if you have a particular preference for communication

  • if you have a preferred time for communication that is more convenient to your situation

  • if you are unsure of something or require clarification

  • if you would like your account manager by another account manager

  • if there are thoughts of inflicting self-harm

6 Support Services Are Available

If you are experiencing difficulties in managing your debt or your personal circumstances, these services may be able to assist you:

Lifeline

Phone

Online

Services

13 11 14

https://www.lifeline.org.au

Crisis counselling service

1800 RESPECT

Phone

Online

Services

1800 737 732

https://www.1800respect.org.au

domestic and family violence and sexual assult line

Beyond Blue

Phone

Online

Services

1300 224 636

https://www.beyondblue.org.au

Support for people with anxiety or depression

National Debt Helpline

Phone

Online

Services

1800 007 007

https://ndh.org.au

Free financial counselling

National Association of Community Legal Centres

Phone

Online

Services

(02) 9264-9595

https://clcs.org.au

Legal services to those with special needs and at a disadvantage

Keep In Touch

Remember to keep in contact with us so we can help you.