Supporting vulnerable members
We're here to support you
We understand our members need extra help and support at different times in their lives. Ensuring the safety of those affected is our highest priority.
Ways we can help
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Communication support
We can connect you with services if you’re in need of a translator, interpreter or if you’re hard of hearing and/or have a speech impairment. -
Family and domestic violence support
If you’re experiencing family or domestic violence, we’re here to support you while protecting your privacy. -
Financial hardship support
We understand it’s sometimes hard to meet your financial commitments, we may be able to help with financial hardship support. -
General enquiries
Asking for help isn’t easy, but our trained staff are here to listen to your situation and find ways to support you.
How to let us know you need support
We encourage you to tell us about your circumstances so we can work with you to arrange support where possible. You can call us on 8202 4600.
Our staff are trained to understand when you may be vulnerable and how to support you.
When needed, we will arrange for you to have extra support from someone else where possible (for example, your lawyer, interpreter or friend). If you need more support, we will refer you to specialist services.
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Care for those who may need it
We’re committed to taking care with vulnerable people including those who are experiencing age related impairment, disability, physical or mental health conditions, family violence, language and literacy barriers, remote location barriers or financial distress.
We also support people of different cultural backgrounds and Aboriginal or Torres Strait Islander people experiencing vulnerability.
Support services
There are a range of external support services available to you no matter your situation.
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Beyond Blue Mental health |
Beyond Blue website
1300 224 636 |
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MensLine Men's health |
MensLine website
1300 789 978 |
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Lifeline Crisis prevention |
Lifeline website
13 11 14 |
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QLife LGBTQI+ support |
QLife website
1800 184 527 |
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Counselling Online Drug and alcohol counselling |
Counselling Online website
1300 131 340 |
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Gambling Help Online Counselling and support |
Gambling Help Online website
1800 858 858 |
Things you should know
To learn more about our commitments to you if you’re experiencing family and domestic violence, download our Family Violence Policy (PDF, 559KB).
For details of our responsibility when it comes to protecting your privacy and keeping your information confidential, read our Privacy Policy.