Our Purpose - We’re here to help
Vocus recognises that family violence is a serious and prevalent occurrence in Australian society. We acknowledge that it is not limited to physical violence, and may include the following types of behaviour:
- Economic
- Emotional
- Psychological
- Sexual
- Spiritual
The wellbeing of customers affected by family violence is our priority. Customers will be provided with support that is empathetic, respectful and non-judgmental.
We are committed to providing tailored assistance to our customers who identify as being affected by family violence, by being empathetic and considered in our approach to working with customers to achieve the best outcomes for their individual circumstances.
Our Tailored Assistance
Our Training
We provide fit-for-purpose training to relevant staff on how to identify signs of family violence, as well as how to engage effectively with customers experiencing family violence.
Your Account Security
We ensure personal information pertaining to customers affected by family violence is handled securely and confidentially, with specific regard to corresponding with customers via their preferred method/s of communication.
Customer Service
Ensuring that our specialised team will case-manage customer accounts and will provide services which are flexible, enabling us to respond to an individual’s needs
Debt Management
We are committed to assisting customers with managing their debt and/or financial circumstances, including:
- Offering an extension of time to pay
- Setting up a payment plan or arrangement
- Setting up a direct debit arrangement
- Referral to a financial counsellor
- Assisting with access to government grants and support
- Confirming debt responsibility on joint accounts
Debt Management
Recognising that family violence can be a potential cause of payment difficulties.
External Support
We provide external support services on our website and can provide a copy of this policy to customers on request.
Evidence
Avoiding customers having to repeat disclosure of their specific circumstances, and not to request evidence to access family violence support.
Adding an Authority on an Account
Ensuring that our specialised team will case-manage customer accounts and will provide services which are flexible, enabling us to respond to an individual’s needs
Interpreter Services
National Relay Support
If you are deaf and/or find it hard hearing or speaking with people using a phone, the National Relay Service (NRS) can assist you. The relevant contact numbers are provided below.
Key Contact Details
To speak to a member of our specialised team, please contact us via the following methods:
If you are a dodo Energy customer:
If you are an iPrimus customer:
If you are a dodo NBN or Phone customer:
