Introduction
North East Water has developed this policy for customers and employees experiencing domestic and family violence, with the safety of our customers and employees being paramount.
Government, corporate and community sectors all have a responsibility to work together to support those experiencing domestic and family violence. A collaborative and integrated response is essential to effect long term systemic change.
Domestic and family violence policy statement
Domestic and family violence poses substantial risk to the health and wellbeing of our customers and staff. North East Water, as an essential service provider, actively endorses measures to support employees and customers experiencing domestic and family violence. Matters of a sensitive and confidential nature will be managed with care and in accordance with relevant policies and procedures.
North East Water's role
DOMESTIC AND FAMILY VIOLENCE – CUSTOMER
North East Water actively supports measures to reduce domestic and family violence, promote inclusion and recognises that our customers can be amongst those affected by situations of domestic and family violence.
Domestic and family violence is a serious issue that poses substantial risk to the health and wellbeing of our communities. North East Water, as an essential service provider, actively endorses measures to support customers experiencing domestic and family violence, with the safety of our customers being paramount.
DOMESTIC AND FAMILY VIOLENCE – EMPLOYEES
The Corporation also recognises that employees can be amongst those affected by domestic and family violence. North East Water will continue to:
- provide a supportive work environment where employees are comfortable in requesting assistance for domestic and family violence related concerns
- support staff experiencing domestic and family violence, in accordance with North East Water’s Enterprise Agreement and Policies, to continue participating in the workplace in a safe environment, allow staff to be absent from the workplace to attend counselling appointments, legal proceedings and other activities whilst maintaining their employment.
DOMESTIC AND FAMILY VIOLENCE – ASSISTANCE
North East Water staff will refer customers identified as domestic and family violence to the Customer Support team to be case managed carefully and sensitively. The support team will listen closely, with empathy and without judgement.
North East Water is committed to protecting all personal information in line with its policies and relevant privacy legislation (the Privacy and Data Protection Act 2014) and regulatory guidelines (the ESC Water Industry Standard for Urban Customer Service). Customers will automatically enter into North East Water’s Customer Support programs and be supported by our domestic and family violence process.
North East Water will support and invest in awareness training for all staff. Additionally, all customer service front-line staff will be provided with ongoing training to:
- identify customers affected by family violence
- identify and respond to complex issues associated with domestic and family violence so that they can assist customers and staff in handling customer requests in a respectful and appropriate manner
- deal appropriately with customer affected by family violence
- adhere to our domestic and family violence policy and related procedures in supporting customers affected by family violence.
The Customer Support team will provide:
- individual case management to customers identifying as experiencing domestic and family violence
- customers can trust that their information is securely handled, and that any information provided is accessible only by authorised staff. This is achieved through:
- prominent forced note on the account – this note advises staff to transfer to the Customer Support team
- verification identifier – this is either a word or number that the customer assigns to the account – staff must ask for this verification identifier before proceeding
- dedicated staff available to the customer preventing the need to retell their story to another person
- customers identified as domestic and family violence are automatically eligible to be assessed through our customer support program for eligibility to access available grants, hardship support and payment plan options
- where there is (or has been) a joint account, it is acknowledged that routine privacy protections may be at risk. North East Water will endeavour to uphold a customer’s confidentiality and minimise the risk of inadvertent disclosure. This is achieved through:
- prominent forced note on the account – this note advises staff to transfer to the Customer Support team
- verification identifier – this is either a word or number that the customer assigns to the account – staff must ask for this verification identifier before proceeding.
- limiting the disclosure of information to the perpetrator
- only providing details on the perpetrator’s file to the perpetrator – not disclosing details like postal address of the individual’s account identified as experiencing domestic and family violence
- in consultation with a customer experiencing domestic and family violence (including joint accounts), we will review their specific circumstances with them to support a resolution that provides the greatest assistance to them that does not place them in risk or harm
- throughout individual case management, customers will not have their supply restricted, nor any legal action or additional debt recovery costs applied while engaging with the Customer Support team
- debt recovery will cease for all accounts identified as domestic and family violence, this includes owners (single and joint) and tenants. In some cases, debt will be waived if it is identified the debt may cause risk or harm
- inactive accounts (accounts that have been finalised and the customer no longer resides in a property within our serviced area) with debt for customers experiencing domestic and family violence are eligible for consideration of having their debt waived, if the debt is placing customer at risk or financial stress, in consultation around their individual circumstances
- awareness training is provided to all North East Water staff and key contractors. The Customer Support team will continue to undertake specialised training due to the complexity and sensitive nature of the work involved in domestic and family violence
- identification of local and nation-wide support services and their contact details have been provided to all staff ensuring those experiencing domestic and family violence can be appropriately referred to external support networks (including specialist domestic and family violence services).
North East Water recognises the importance of customer safety and provides for secure handling of information about customers who identify as affected by domestic and family violence.