Domestic and Family Violence Policy

Family violence is not limited to physical instances of violence and may also include emotional, psychological, financial/economic, sexual abuse and threats of abuse. Family violence can include damage to property and animals. Customers affected by family violence fall within a broader class of ‘vulnerable customers’.

OnePath's priorities in managing customers affected by family violence

OnePath’s priorities are:

• The fair and sensitive treatment of customers affected by family violence, ensuring they are treated with dignity and respect.
• The decisions made consider the safety of the customer and their family.
• The provision of support to our staff who are dealing with, or may deal with, sensitive cases, including customers affected by family violence.

Management of situations where family violence is identified or suspected

OnePath will:

• Take additional care when dealing with customers affected by family violence and provide additional support and assistance in connection with the provision of insurance services, where reasonable.
• Not require evidence of an intervention order to trigger the requirements of the family violence policy. Someone self-identifying as being affected by family violence will be treated in accordance with the policy without further evidence being required.
• Treat all information about a customer affected by family violence as sensitive and will take measures to ensure the information is kept confidential.
• Engage with the customer to discuss safe ways to communicate and record these communication methods on the customer’s file.
• Engage with the customer to determine if communication should involve the customer’s financial counsellor, lawyer, community services or social work, legal aid officer or family violence specialist.
• Where reasonable, minimise the information that a customer is required to provide and the number of times a customer is required to disclose the same information, noting that they may not have access to their personal information, records and documents.
• Where possible, provide customers with consistency in speaking to one staff member, or a single pathway of escalation.
• Encourage customers experiencing family violence to notify OnePath of that fact via the OnePath website and relevant correspondence.
• Ask a customer who self-identifies as being affected by family violence what their financial situation is, to determine whether they are also experiencing financial hardship.
• Refer customers to specialist, external family violence and financial hardship services, as appropriate.
• Provide vulnerable customer training to all staff, including Family Violence training.
• Appoint an appropriately trained staff member to support a vulnerable customer, as required.
• Provide support to OnePath staff affected by family violence or who are affected by dealing with vulnerable customers through an employee assistance line, line management or human resources discussions, training and the provision of resource documents.
• Provide a copy of the public Family Violence Policy to a customer upon request.
   

Complaints

OnePath is committed to assisting you when you need us most

If a customer is dissatisfied with OnePath’s management of their vulnerability, they can lodge a complaint. OnePath is committed to providing a high level of service and we have arrangements in place for resolving any complaints our customers may have. We will always endeavour to address your concerns as a matter of priority and will work with you to resolve your complaint.

If you wish to make a complaint about any OnePath service or product, you can lodge a complaint through our website onepath.com.au/about-us/complaints or using one of the ways to contact us below. We recommend having an email address and phone number on hand, and a policy number if applicable.