Family Violence Policy
1. Introduction
- If you are in a relationship that includes some or all of the following behaviours:
- Physical or sexual abuse;
- Emotional or psychological abuse;
- Threats;
- Coercion;
- Is financially or economically abusive or controlling; or
- 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;
2. Training
- 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.
3. Customer Safety and Security
- 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.
4. Payment Difficulty and Outstanding Debt
- ReAmped recognises that family violence is a potential cause of payment difficulty.
- the potential impact of debt recovery action on the affected customer; and
- whether other persons might be responsible for the energy usage that resulted in the accumulation of that debt or arrears.
5. Additional Support
- 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.
- Police
- Law enforcement services
- Phone 000
- 1800 RESPECT
- Free, confidential family and domestic violence counselling services
- 1800 737 732
www.1800respect.org.au - Lifeline
- Crisis support services
- 13 11 14
- Services Australia
- Centrelink, Medicare, Child Support services, short term counselling and reference to other support services
- Social Work Services
13 28 50
13 12 02 (Multilingual)
www.servicesaustralia.gov.au - Money Minded
- Build skills and knowledge in managing money
- www.moneyminded.com.au
- National Debt Helpline
- Free financial counselling services
- 1800 007 007
www.ndh.org.au - Women’s Legal Services Australia
- Network of community legal centres specialising in women’s legal issues
- www.wlsa.org.au
- National Association of Community Legal Services
- Network of not-for-profit community legal centres focussed on disadvantaged and special needs.
- www.naclc.org.au
- Relationships Australia
- Counselling, mediation and family dispute resolution services
- 1800 364 277
- WIRE Women’s Information
- Free general information and referral support service for Victorian women.
- 1300 134 130
www.wire.org.au
Walk in Information Centre:
372 Spencer St
West Melbourne - MensLine Australia
- Telephone and online support services for men
- 1300 789 978
www.mensline.org.au
6. Evidence
- 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.
7. Get in Touch
- 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.
8. Variation
- The company reserves the right to vary policy from time to time.
9. Review of this Policy
- This Policy shall be reviewed by the CEO every two years and at any other time considered appropriate.
10. Version Control
Version | Amendment | Author and Date |
---|---|---|
Version 1 | Initial Version | Steve Lamande - 04.12.2019 |
Version 2 | Redrafted | Lindsay Nosworthy - 05.01.2020 |
National Meter Identifier (NMI)
The NMI is a unique 10 or 11 digit number used to identify every electricity network connection point in Australia. You can find your NMI on your electricity bill. Here are some examples:
