Dodo aims to be an exceptional service provider who places the safety and wellbeing of its customers above all else.
If you feel you are not safe please call emergency services on 000.
Our family and domestic violence policy has been developed in recognition of our role in assisting customers in need.
We aim to:
- Individually manage customers affected by family and domestic violence with consideration given to hardship, utility relief grants and concessions.
- Protect information about customers affected by family violence is secure and confidential.
- Ensure that processes are in place to avoid customers having to repeat disclosure of their circumstance.
- Provide for continuity of service.
- Ensure information is provided to customers on energy efficiency, dispute resolution processes and payment options.
- Refer customers who may be affected by family and domestic violence to specialist services.
- Implement the Essential Services Commission’s Family Violence requirements.
Our policies can be reviewed below, and we will ensure that all employees are made aware of our commitment to assist those customers who are in need.
We aim to be an exceptional service provider who believe our people are the difference and who put customers first and benefit the community.
Through leadership we will drive best-practice support and training for our staff and implement processes for customers who are affected by family violence and recognise our responsibility to help reduce the impact of this issue in our communities.
This Policy outlines how we seek to meet our responsibilities for customers experiencing or affected by family violence. To achieve this, when dealing with customers experiencing or affected by family violence, we are committed to:
- Recognising individuals impacted by Family Violence, also understand this is not limited to physical violence and may include;
- Economic abuse, and/or
- Emotional abuse, and/or
- Psychological abuse
- Providing a sensitive and careful response and working with affected customers to achieve the best outcomes with their accounts.
- Empowering customers, to manage the financial requirements to meet energy needs within the Energy Assistance program and our Financial Hardship Policies, security of their data, and future account management in a manner that provides them with outcomes which meet their needs and supports them to move forward.
- Providing a safe environment for customers to access relevant information and support.
- Ensuring we have reached an agreement to provide communication types which will provide our customer with confidence the information to and from us is secured as much as possible using their preferred method of correspondence if available.
To outline our approach in dealing with and supporting customers experiencing and/or affected by Family Violence.
Our Family Violence Policy will inform customers of our decisions and actions when they are experiencing or affected by family violence.
This policy will also ensure we meet the obligations outlined in the Essential Services Commissions’ Energy Retail Code which requires M2 Energy to have a Family Violence Policy.
This Policy applies to customers who self-identify or are identified by, an independent financial counsellor or case worker, as being affected by family violence.
Our Guiding Principles:
The psychological and/or physical wellbeing of people affected by Family Violence will be our priority;
- People who are affected by Family Violence, either directly or indirectly, will be provided with support that is sensitive, respectful and non-judgmental;
- Our customer care team will be accessible for our customers, and provide services flexible enough to respond to an individual’s needs; and
- Any personal information will be managed privately and sensitively.
- Case-manage customers affected by family violence on an individual basis with consideration given to:
- payment arrangements
- deferment of debt,
- allocation of debt and
- debt collection activities
Account management under our Energy Assistance Program and our Financial Hardship Policies will allow us to provide customers access to Utility Relief Grants applications, eligible concessions and information on how customers can participate in managing any arrears and ongoing costs;
- Our staff will ensure that any concerns related to jointly responsible accounts will be reviewed with a view to allocate overdue amounts appropriately,
- Ensure information pertaining to customers affected by family violence is handled securely and confidentially;
- Provide correspondence in communications in a customer preferred method, if requested and practicable;
- Ensure processes are in place to avoid customers having to repeat disclosure of their family violence, and provides for continuity of service for customers affected by family violence;
- Provide information to customers on our support programs including energy efficiency, dispute resolution processes and any other energy assistance that is practicable;
- Refer customers who may be affected by family violence to specialist family violence services, 1800Resect can be contacted by calling the 24hr support and counselling line 1800 737 732 or by visiting their website https://www.1800respect.org.au
- Ensure customers are provided support under this policy for as long as required
- Publish this policy and referral points on our website, provide a copy of this policy to a customer on request; and
- Implement the Essential Services Commission’s Family Violence requirements.
We will not:
- Ask customers for any form of evidence to demonstrate the circumstances of being affected by Family Violence, except in the event recovery of arrears is required and this information will support any recovery arrangements or halt any disconnections of supply.
This policy will be implemented via a cross-business, internal training group, coordinated by the Dodo Customer Service Management team. The policy and training will be reported quarterly up to and post implementation of the Policy to the Learning & Development and Operations Manager
All new customer facing staff will be provided full training in this policy and the application of the available assistance and refreshers will be scheduled for all staff on an annual basis.
Roles and responsibilities
The Dodo Executive Leadership Team is responsible for incorporating our responsibilities under this policy into our business planning activities.
The General Manager Energy Products and Operations Manager Power & Gas are responsible for directing, reviewing and reporting upon the implementation of the Family Violence Policy regarding customers.
The Operations Manager Power & Gas is responsible for directing, reviewing and reporting upon the implementation of the Family Violence Policy regarding employee outcomes.
All employees are responsible for developing and understanding how their work functions are affected by this Policy.
This policy will be reviewed at least every two years by the Operations Manager and Operational Compliance Lead.
Next due for review Nov/21
Dodo Power & Gas Contact Details
|Mon-Fri 8am-6pm AEST|
|Dodo Main Hotline||133 636|
|Energy Assistance Program Level 1||1300 166 241 or 0291 335 403|
|Energy Assistance Program Level 2||1300 442 916 or 0291 335 531|
|DPG Complaints||1300 374 733 or 0291 335 402|
The following assistance programs are available to qualifying customers living in Australia.
Dodo trains staff members to identify that eligible customers are receiving all available assistance and to advise customers of what additional assistance is available. Staff members also, as required, help customers apply for any rebates or assistance schemes available.
Assistance available in Victoria
Victorian State Government Concessions
- Annual Electricity Concession
- Winter Gas Concession
- Off Peak Electricity Concession
- Electricity transfer fee waiver
- Service to property charge concession
- Group Homes Concession
- Life Support Concession
- Medical Cooling Concession
- Excess Electricity Concession
- Excess Gas Concession
Victorian Special Assistance schemes
- Utility Relief Grant Scheme (URGS)
- The Non-Mains Utility Relief Grant Scheme
- Victorian Energy Saver
- Gas Heater Rebate
- Gas Hot Water Rebate
Other assistance that may be available
- No Interest Loans Scheme (NILS) and StepUP Low-Interest Loans
- MoneyHelp financial advice
Assistance available in Australian Capital Territory
Australian Capital Territory Government Concessions
- Summer Concession
- Winter Concession
- Life Support Rebate
Australian Capital Territory Special Assistance schemes
- The ESCC hardship discharge policy
New South Wales State Government Concessions
- Low Income Electricity Rebate
- Family Energy Rebate (from July 2012)
- Life Support Rebate(s)
- Medical Energy Rebate
New South Wales Special Assistance schemes
- Energy Accounts Payment Assistance (EAPA) vouchers
Assistance Available in South Australia
South Australian State Government Concessions
- Energy Concession (pension)
- Energy Concession (beneficiaries)
South Australian Special Assistance schemes
- Solar Hot Water Rebate
Assistance available in Queensland
Queensland State Government Concessions
- Electricity Concession
- Electricity Life Support Concession
- Pensioner Gas Rebate
- Queensland Senior Card holders rebate
Queensland Special Assistance schemes
- Home Energy Emergency Assistance scheme (HEEAS)
- Hot Water Rebate
- Stove Rebates
- Energy Supplement
- Essential Medical Equipment Payment