At Power and Water, we understand that some of our customers may be affected by domestic and family violence. We are committed to providing a safe and confidential environment where you can share your situation and access the support you need.
This policy sets out our commitment to supporting customers affected by domestic and family violence.
In an emergency or if you are feeling unsafe, call 000
Power and Water won't cut off your service, recover payments from you, or involve debt collection agencies until we've carefully reviewed your individual situation. Disconnecting is seen as a last option for us.
Who is covered by this policy
This policy applies to all residential customers who are currently experiencing or are affected by domestic and family violence.
This includes residential customers who:
- Receive water or sewerage services
- Receive power services where Power and Water is the electricity retailer. (Regions include Jabiru, Alyangula and Nhulunbuy), and
- Power and Water prepayment meter customers (this includes Indigenous Essential Service customers).
What domestic and family violence is
The Australian government defines domestic and family violence as
“Violent, threatening or other behaviour that coerces or controls a member of the person’s family or causes the family member to be fearful.”
It may include, but is not limited to, the following kinds of unwanted behaviour:
- Physical or sexual abuse
- Emotional or psychological abuse
- Economic or financial abuse
- Threatening or coercive behaviour
- Any behaviour that causes a family member to feel fear for the safety or wellbeing of themselves or another family member; or
- Any behaviour that causes a child to hear, witness or be exposed to the effects of the above behaviours.
How we can assist
Domestic and family violence is a very complicated and personal issue. It takes courage to disclose these situations.
Power and Water is committed to supporting customers affected by domestic and family violence, keep their essential services of water and electricity connected and avoiding disconnection.
It is our policy and commitment that customers dealing with domestic violence are not required to supply evidence when seeking support or assistance.
If you need help with debt, we can put you in our special program called the Bill Relief program. This means we won't turn off your water, and if we provide your electricity, we won't shut it off either while you're in the program.
Your privacy and personal details will be protected with account authentication and password codes to ensure a third party cannot access your account details without your permission.
If you do inform us of your situation, you can be confident in knowing:
- Your safety and privacy will be a priority in all interactions
- We will treat you with respect and empathy in all of your interactions with us
- You will have your details and circumstances kept confidential
- Where possible, we will take steps to ensure you do not need to repeatedly disclose your situation
- We will work with you to identify your preferred method of communication
- We will use your preferred method of communication for all future interactions
- We will not ask you to provide evidence of your situation
- You will have access to our Bill relief programs if required
- Prepayment customers will be given support to access temporary credit if approved and provided with information on how to apply for access to our Power and Water funded hardship assistance programs.
Prepayment meter support
Power and Water is committed to supporting pre- payment meter customers keep their power connected during these difficult times.
Customers with Power and Water pre- payment meters can reach out to us via phone, email or through a person or agent acting on their behalf.
We can apply temporary hardship credit to a prepayment meter to keep the power on.
Account Protection and Privacy
Your safety and privacy are of utmost importance to us. We are dedicated to keeping your information secure and private.
We will do this by:
- Protecting access to your personal information, with account authentication and code word to ensure a third party cannot access your account details without your permission
- Handling all personal information in accordance with relevant privacy laws
- We handle all personal information in accordance with the relevant Commonwealth and Northern Territory privacy Laws including the Information Act 2002 (NT) and Privacy Act 1988 (Cth)(the Acts).
Engage a support person
It may be difficult for you to safely communicate with us. If you wish to, you can authorise a support person to contact us and engage with us on your behalf. We will engage your support person as we would with you, in line with your consent and instructions to us. It is important that your support person knows you have nominated them to act as your representative. They in turn must be willing and able to engage with us on your behalf.
A support person might include any of the following:
- A social worker
- Legal aid representative
- Trusted family member or friend
We need your permission to talk to your support person. You can provide permission to talk to an authorised support person on your behalf by either:
- Giving us verbal permission over the phone, or
- Providing us with written permission.
How we can help you with Bill Relief
Domestic and family violence can lead to financial stress. If you are facing payment difficulties, contact us to discuss how we can best support you.
We will work with you to identify the type of help that suits your needs, including:
- Our Bill Relief program
- Power and Water rebates and payment support
- Concession programs
- Government relief schemes and grants
- Financial counselling services
- Advice to assist you to reduce your power or water usage
- Apply Prepayment meter Government grants and concessions
- Apply Emergency hardship credit to a customer’s prepayment meter.
If you join our Bill Relief program, we will not:
- Apply water restrictions due to non-payment
- Disconnect your power due to non-payment (if we are your electricity retailer)
- Charge late payment fees
- Take legal action.
Our staff
Your privacy and safety are our top priority. That is why we ensure our Customer Experience and Operations teams receive ongoing quality training to help them engage with customers affected by domestic and family violence.
Our training programs have been created to ensure our staff:
- Are able to identify possible indicators of domestic and family violence
- Understand the nature, consequences and impacts of domestic and family violence
- Are able to support and appropriately engaging with affected customers
- Are aware of available external support services and government programs
- Know how to apply this policy.
Contact us
If you have a question regarding this policy or any other matter, please contact us on:
| Free call phone | 1800 245 092 Monday to Friday, from 8:00am to 5:00pm |
|---|---|
| CustomerService@powerwater.com.au | |
| Live Chat | wwww.powerwater.com.au |
Available support services
The following services may be able to assist with support for your needs and safety
The Northern Territory Police
Phone: 131 444
1800 RESPECT
A national sexual assault, domestic and family violence counselling service
Phone: 1800 737 732
MensLine Australia
24/7 support for men who are using or experiencing family violence
Phone: 1300 789 978
Catholic Care NT Men's Behaviour Change Program
Working with men who perpetrate violence against their partners in order to change their behaviour
Phone: 08 8944 2000
Dawn House Inc.
Shelter, counselling and outreach support for women and children escaping domestic and family violence
Phone: 08 8945 1388
Darwin Aboriginal and Indigenous Women’s Shelter and Outreach
Safe and culturally appropriate services for Aboriginal and Torres Strait Islander women who are homeless or escaping family violence
Phone: 08 8945 2284
Catherine Booth House
Safe refuge for women who are being affected by domestic and family violence.
Phone: 08 8981 5928
YWCA - Domestic and Family Violence Centre
Support services to those fleeing domestic and family violence, including crisis accommodation and safety planning.
Phone: 08 8932 9155
Ruby Gaea Darwin Centre Against Sexual Violence
Counselling for women & children who have experienced sexual assault at any time in their lives
Phone: 08 8945 0155
Definitions
Staff: Under this policy, the term staff is consistent with 14.1.6(b) of the Electricity Retail Supply Code. This includes our employees, contractors and agents who may engage with residential customers by any means of communication.
Additional information
Privacy
Power and Water is committed to the protection of your personal information. We handle all personal information in accordance with the relevant Commonwealth and Northern Territory privacy laws, including the Information Act 2002 (NT) and Privacy Act 1988 (Cth) (the Acts).
For more information on how we collect, store, use and disclose personal information you can find out Privacy Policy at http://www.powerwater.com.au/privacy.
Complaints
Power and Water are committed to supporting our customers and working with them to improve our services and support programs.
For more information on how we receive, and handle complaints go to https://www.powerwater.com.au/complaints-and-resolutions.
Interpreter services
If you need the help of an interpreter please call
13 14 50
National Relay Service
If you have a hearing or speech impairment, contact us through the National Relay Service by calling 1300 555 727