If you are in a relationship that includes some or all of the following behaviours:

1. Physical or sexual abuse;
2. Emotional or psychological abuse;
3. Threats;
4. Coercion;
5. Is financially or economically abusive or controlling; or
6. 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;
   
   

you may be experiencing family or domestic violence.

When someone leaves a family or domestic violence situation, they need help and support.

The intention of this policy is to establish support and access services for ReAmped Energy Pty Ltd (ReAmped) customers affected by family or domestic violence.

ReAmped provides training to all our customer facing staff and team leaders to identify customers who may be experiencing domestic or family violence, engage with empathy, and provide assistance. Additionally, we train the team members responsible for process design to ensure we provide the best support possible for our customer’s circumstances.

It’s important you stay safe.

ReAmped will not disclose or provide access to confidential information about an affected customer to any other person, including a joint account holder, without the consent of the affected customer. This is in line with our existing Privacy Policy which can be found at www.reampedenergy.com.au/legal/privacy-policy/.

ReAmped will work with you to identify the best method of communication for your circumstances to ensure your safety, or offer alternatives if the preferred method is not possible.

ReAmped recognises that family violence is a potential cause of payment difficulty.

Before taking action to recover arrears from an affected customer, ReAmped will take into account:

1. the potential impact of debt recovery action on the affected customer; and
2. whether other persons might be responsible for the energy usage that resulted in the accumulation of that debt or arrears.
   
   

For further information on the support available, see the ReAmped Payment Difficulties Policy.

In addition to the support we can provide you, a large number of support services are also available to assist you with your situation. Here is a list of services that can provide help and support.

ReAmped may only seek documentary evidence of family violence when considering debt management and recovery or restrictions on de-energisation. Any documentary evidence must be limited to that which is reasonably required by the retailer for the purposes of considering debt management and recovery or restrictions on de-energisation.

If you have any questions or wish to discuss this policy, please contact a member of our customer service team via Live Chat, email to support@reampedenergy.com.au or request a callback by calling 1800 841 627. An interpreter service is available on 131 450, or the National Relay Service is available via www.relayservice.gov.au or call 1300 555 727.

The company reserves the right to vary policy from time to time.

This Policy shall be reviewed by the CEO every two years and at any other time considered appropriate.

This is version 2 of this Family Violence Policy. This document was last updated on 05.01.2020.