Support if you're experiencing family and domestic violence
We are dedicated to supporting all employees and customers who need assistance with family and domestic violence issues. If there’s an immediate threat to your safety, call emergency 000.
We're dedicated to supporting our customers who need assistance with family and domestic violence issues.
Metered Energy is committed to supporting all employees and customers who are experiencing or are impacted by family and domestic violence. We’ll provide a supportive and confidential environment where you can inform us of your situation and seek the support you need.
We recognise family and domestic violence can happen to anyone, in any community. It can be used by a perpetrator to significantly undermine a person’s rights, inhibit their options, undermine their safety, mental and physical health, and limit opportunities for learning and participation, access to material basics and economic wellbeing, relationships and connections.
Women and children are more often the victims of family and domestic violence and those who use violence are overwhelmingly male. Family and domestic violence can be perpetrated by a partner, family member, carer, house mate, boyfriend or girlfriend. Women also commit family and domestic violence against men, as do same-sex partners and those who identify in non-gender binary terms.
This policy is for all employees and customers who are experiencing, or have experienced, family and domestic violence. So, we can best support you, we invite you to communicate with us about your situation. This can be by any method you feel comfortable with and you’ll find our contact details here. You may want to nominate someone to contact us on your behalf. This may include:
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Financial counsellor;
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Social worker;
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Family member or friend;
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Someone who helps you manage your energy bills.
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Economic abuse is a form of abuse when one partner has control over the other partner’s access to economic resources, diminishing their capacity to support themselves so they become financially dependent on the perpetrator. For example: the perpetrator prevents a person from accessing funds, deciding when or how to access or use cash, being forced to put bills in your name, or putting bills under their name and then not taking financial responsibility for them.
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Emotional or Psychological abuse,
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Sexual abuse,
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Threatening or coercive behaviour, and/or
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Any other behaviour that controls or dominates you and causes you to fear for your safety or wellbeing, or that of someone else.
We'll handle your needs with privacy and respect.
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Preferred payment options (direct debt, over the counter payments);
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Preferred method of communication.
Payment Assistance
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Payment plans extensions and deferrals
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Direct Debit
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BPAY
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PostBillpay
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Centrepay
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who to contact for help;
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the amount you’ll pay each time; and
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when you need to make your payments (or the frequency of payments).
Financial Counselling Services
You will always be treated with respect and dignity whenever you interact with us.
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Answering any questions, you may have about Metered Energy’s Family & Domestic Violence policy;
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Keeping your information secure;
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Assisting customers experiencing payment difficulties due to family & domestic violence;
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Confirming with you, your preferred method of communication; and
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Helping you connect with support services that may be better placed to respond to your unique circumstances.
At Metered Energy we regularly review and update our Family and Domestic Violence Support Program.
We take our customer’s privacy and protecting their personal information seriously. We manage this information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). You can view a copy our Privacy Policy here.
If you tell us you’re experiencing family and domestic violence, we’ll provide you with personalised assistance to support your safety. We’re focused on keeping your information secure and will talk with you about suitable options to protect your information. Here are some examples of the things we do to protect your information.
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System security - access to your personal information is controlled by access and identity management systems.
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Your information is stored in secured systems, within protected data centres.
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We have technology that prevents malicious software or viruses and unauthorised persons from accessing our systems.
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Passwords are used to prevent unauthorised access to your account.
The following external support services may be able to assist with support aligned to your needs and safety requirements. It’s not exhaustive, and there are other agencies that may provide similar.
or visit Womensline
or visit Mensline
Mon–Fri 8 am– 8 pm
Sat 10 am–4pm
or visit National Debt Hotline
Open 24/7
