Supporting Customers Experiencing Vulnerability
Debt Fix understands that vulnerability can affect anyone. Vulnerability can arise because of a person’s circumstances and may be temporary, ongoing or change over time. A person may also experience several forms of vulnerability at once.
Our commitment is to provide services that are respectful, accessible, inclusive and responsive to each customer’s individual circumstances.
What can cause vulnerability?
A person may experience vulnerability because of:
- financial hardship or an unexpected change in income;
- unemployment or insecure employment;
- illness, injury, disability or cognitive impairment;
- mental health challenges;
- age-related circumstances;
- limited literacy, financial understanding or digital skills;
- language, cultural or communication barriers;
- family or domestic violence, coercive control or financial abuse;
- bereavement, relationship breakdown or family disruption;
- homelessness or insecure housing;
- addiction, trauma or a natural disaster;
- caring responsibilities or significant changes in household circumstances; or
- exploitation, abuse, neglect or pressure from another person.
We recognise that every person’s circumstances are different.
How Debt Fix will treat you
If you are experiencing vulnerability, you can expect Debt Fix to:
- treat you with dignity, respect, fairness and without discrimination;
- listen to your circumstances without judgement;
- communicate in clear and simple language;
- take a human-centred and trauma-informed approach;
- support you to make informed decisions;
- respect your autonomy and right to make your own choices;
- make reasonable adjustments to improve accessibility;
- protect your privacy and handle sensitive information carefully; and
- consider whether our services and any proposed arrangement remain suitable and sustainable for you.
Telling us that you are experiencing vulnerability will not affect the respect or quality of service you receive.
How we can support you
If something is affecting your ability to understand information, make a decision, communicate with us or maintain an agreed payment, please let us know as early as you can. Depending on your circumstances, we may be able to:
- explain information in a different way or provide it in writing;
- give you additional time to understand and consider your options;
- arrange a suitable time and safe method of communication;
- communicate through your preferred channel where reasonably possible;
- involve an interpreter, advocate, financial counsellor, support person or authorised representative;
- adjust our processes to accommodate a disability, literacy difficulty, language barrier or cognitive need;
- pause an application if proceeding may not be appropriate or safe;
- review changes to your income, expenses or personal circumstances;
- discuss whether an existing arrangement should be reviewed;
- provide flexibility in our processes or timeframes where legally permissible; or
- connect you with an appropriate community or specialist support service.
We will only ask you to provide information that is reasonably necessary for us to understand your circumstances and determine how we can assist.
Informed decisions and capacity
We will explain the nature, scope, costs and material risks of our services in a way that is appropriate to your communication and understanding needs. We will obtain your consent before taking actions on your behalf.
We presume that adults have capacity to make their own decisions unless there is information indicating otherwise. If we are concerned that a customer may not understand the nature or consequences of a decision, we may pause the process, provide further explanation or suggest the involvement of an appropriate support person or professional.
We will remain alert to signs that another person may be pressuring, controlling or exploiting a customer.
Financial difficulty and sustainable arrangements
We want any financial arrangement you enter into to be realistic and sustainable.
When assessing affordability, we consider your income, reasonable living expenses, dependants, secured commitments and other relevant circumstances. We will take reasonable steps to understand whether a proposed arrangement can be maintained without compromising essential living needs.
If your circumstances change after an arrangement begins, please contact us promptly. We can review your situation and explain any options that may be available.
Family violence and financial abuse
Financial abuse can include someone controlling your money, denying you access to funds, forcing you to incur debts, pressuring you to sign documents, using accounts or credit in your name, or monitoring your financial communications.
If you tell us that you are experiencing family violence or financial abuse, we will take your safety and privacy seriously. We will discuss safe ways to communicate with you and take reasonable steps to avoid increasing the risk of harm.
Please tell us if it is unsafe to leave a voicemail, send an email, contact you at particular times or disclose information to another person.
Privacy and confidentiality
Information about vulnerability will be handled sensitively and in accordance with our privacy obligations.
We will only record information that is relevant to providing our services, managing risk or meeting our legal obligations. We will obtain your consent before sharing information with a support person or service provider, unless disclosure is otherwise authorised or required by law.
If we become aware of a serious concern involving abuse, neglect, exploitation or an immediate risk to someone’s safety, we will follow our internal escalation procedures and any applicable legal requirements.
Working with other people and services
With your authority, we can communicate with a trusted family member, support person, advocate, financial counsellor or other representative.
Where appropriate, we may also work with relevant support services to help provide a coordinated response. We may need to verify a representative’s identity and authority before discussing your personal information.
If you are deaf, hard of hearing or have a speech impairment, you can contact us through the National Relay Service.
Contact Debt Fix
If you need additional support or would like us to adjust the way we communicate with you:
Call: 1300 332 834
Online: Use the contact form on our website
Please tell our team that you require additional support. You do not need to disclose more than you feel comfortable sharing, although we may need some information to understand your needs and determine how we can assist.
Independent and urgent support
Free, independent and confidential financial counselling is available through the National Debt Helpline on 1800 007 007 or at ndh.org.au.
For domestic, family or sexual violence support, contact 1800RESPECT on 1800 737 732, text 0458 737 732, or visit 1800respect.org.au.
If you or another person is in immediate danger, call 000.
