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DOMESTIC & FAMILY VIOLENCEAddressing Financial AbuseCustomer Resource Guide
CONTENTSIntroduction 2
Financial Abuse 3
Helpful Contacts & Resources 4
National Resources 4
State Based Resources 6
Protecting Finances 10
Before Leaving a Relationship 10
After Leaving a Relationship 12
Next Steps 15
Achieving Financial Independence 18
Financial Counselling 18
Helpful Tools 19
Additional Support 20
Financial Hardship Assistance 20
Complaints 20
Customer Relations 21
Customer Advocate 21
Australian Financial Complaints Authority 21
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Introduction Domestic & Family Violence (DFV) is a serious and widespread problem in Australia. It has devastating consequences for individuals, families and communities. DFV happens when one person in a relationship uses violence or abuse to control the other person. It is usually an ongoing pattern of behaviour aimed at controlling a partner through fear.
Women are predominantly affected by DFV and suffer abuse in relationships for longer periods than men. In the majority of cases, these women have children in their care. While women and children are more often impacted, DFV can happen to anyone regardless of gender, ethnicity, religion, culture, class or age, and in heterosexual and same-sex relationships1.
Abuse can include the following: • Psychological and emotional abuse;• Intimidation and controlling behaviour;• Verbal abuse;• Stalking and harassment;• Physical abuse including damaging property;• Sexual abuse;• Social abuse;• Spiritual abuse;• Financial abuse.
Financial abuse is a common, but often difficult to detect element of DFV; it is an area that often goes unaddressed through a lack of education or access to resources.
This document has been developed to provide support to individuals experiencing financial abuse as a result of DFV. Included are examples of financial abuse and direction to resources that may be helpful to people currently experiencing financial abuse, as well as those who were previously experiencing financial abuse and are now in the process of seeking financial independence.
1 ABA Industry Guideline – Financial Abuse and Family and Domestic Violence, November 2016
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Financial Abuse Financial abuse is a form of DFV that negatively impacts a person financially and undermines their efforts to become financially independent. Financial abuse is about power, control and manipulation of an individual.
Financial abuse often occurs with other forms of violence, including physical violence, psychological and emotional abuse, intimidation and controlling behaviour.
Some common forms of financial abuse include: • Someone being forced to take on debt they don’t want;• Withholding or threatening to withhold a reasonable amount of money
(for example, what’s needed to be able to run the household);• Stopping access to money so the other person can’t leave the relationship;• Transferring the house or other assets out of the person’s name;• Trying to damage a person’s credit rating by not paying debts;• Controlling behaviour that denies a person the ability to work or study;• Preventing a person from taking part in decisions regarding a joint property;• Fraudulently using another person’s details to obtain credit.
Signs of financial abuse include a partner:
DOMESTIC & FAMILY VIOLENCE CUSTOMER RESOURCE GUIDE
Excluding their partner from or ignoring their opinion on major financial decisions
Taking steps to prevent their partner from working or studying
Making their partner put all their income into a joint account or their own bank account
Denying money being sent to their partner’s family (or sending their partner’s money to their own family) in their country of origin
Putting all assets under a family trust and prohibiting any private income
Refusing to put their partner’s name on the property title
Keeping their financial affairs or the financial affairs of the family a secret
Using their partner’s name to take out credit cards or loans
Insisting their partner shows all their receipts from shopping
Refusing to contribute to household expenses
Refusing to pay for child support or help with childcare
Stealing money from their partner
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Helpful Contacts and Resources There are several national and state based services that provide help and support to people experiencing domestic and family violence and/or financial abuse.
National ResourcesApps & Websites
Organisation Details
Ask Izzy Mobile website that connects people in crisis with services they need nearby such as emergency funds, shelters, housing, food, health care and homeless information
Daisy App developed to connect people experiencing violence or abuse to services in their local area
Penda Free national app with legal, financial, and personal safety information and referrals for women who have experienced domestic and family violence
General Help
Organisation Details Contact
Domestic Violence Hotline
Dedicated contact line for Aboriginal victims of crime with information on victim’s rights, how to access counselling and financial assistance
1800 019 123
Aboriginal Family Domestic Violence Hotline
Provides safe accommodation, food and vet care to pets whose families have escaped domestic violence 1800 811 811
Salvation Army Help with accommodation, personal support, community support and more 13 72 58
Financial
Organisation Details Contact
BOQ Customer Assistance Team
Can provide financial hardship assistance if you are concerned about your financial position and/or ability to meet financial commitments
1800 079 866
CentrelinkFinancial support services such as crisis payments, family assistance, housing assistance, rent assistance, parenting payments and related benefits
Families 136 150Help in an emergency 132 850
National Debt Helpline
You can talk on the phone to a financial counsellor from anywhere in Australia, 9.30am – 4.30pm Monday to Friday 1800 007 007
Uniting KildonanFree counselling programs for people experiencing financial difficulties, to help identify the options you have to manage your situation
1800 002 992
MoneySmartYou can get guidance on general financial matters as well as specific information on protecting your money and yourself from financial abuse
13 72 58
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Counselling
Organisation Details Contact
1800RESPECTNational Domestic Violence Hotline for anyone who has experienced, or is at risk of, family and domestic violence and/or sexual assault. Available 24/7
1800 737 732
Australian Childhood Foundation Counselling for children and young people affected by abuse 1800 176 453
Beyond Blue Provides information and support to help achieve best possible mental health 1300 224 636
Blue Knot Foundation Telephone counselling for adult survivors of childhood trauma 1300 657 380
Headspace Supporting young people and their families to be mentally healthy and engaged in their communities 1800 650 890
Kids Help Line Free, private and confidential, telephone and online counselling service for young people aged between 5 and 25 1800 551 800
Lifeline Can help put you in contact with a crisis service in your State 13 11 14
Mensline Australia Supports men and boys who are dealing with family and relationship difficulties 1300 789 978
Men’s Referral ServiceOffers assistance, information and counselling to help men who use family violence and need help with male behavioural and relationship concerns
1300 766 491
Relationships Australia Support groups and counselling on relationships, and for abusive and abused partners 1300 364 277
Safe Relationships Project Provides support, advocacy, referral and legal info for LGBTQIA+ 1800 244 481
Legal
Organisation Details Contact
Women’s Legal Service Australia
Provides face-to-face legal advice through outreach services and runs a partnership to provide family law advice through Family Relationship Centres
1800 957 957
Community Legal Centres Can provide advice on AVOs, family law and credit and debt/financial counselling and other generalist civil law advice
Visit website and search by postcode
Aboriginal and Torres Strait Islander Legal Service Legal services for Aboriginal and Torres Strait Islander people 1800 012 255
Legal Aid Youth HotlinePeople under 18 who need advice about a criminal law problem can call the Youth Hotline. This service is open until midnight during the week and runs 24 hours on weekends
1800 101 810
Legal AidCan provide advice on intervention orders, family law and civil / credit and debt matters. Available during business hours Monday to Friday
See state based contacts below
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State Based ResourcesAustralian Capital Territory
Organisation Details Contact
Domestic Violence Crisis Service
Crisis intervention and counselling, family violence intervention program, education and information 02 6280 0900
Legal Aid ACT Free legal advice 1300 654 314
OneLink A collection of services in the ACT that include Housing Assistance 1800 176 468
New South Wales
Organisation Details Contact
Domestic Violence Support 24/7 line for information, support and help 1800 656 463
Legal Aid NSW Free legal advice 1300 888 529
Link2Home Info and referral service to assist those at risk of homelessness 1800 152 152
Women’s Legal Service Free legal services for women 1800 801 501
Housing NSWHousing assistance for short and medium term accommodation. Specialist homelessness services can also help to obtain household goods and provide ongoing support
1300 468 746
Housing NSW Link2home service 24-hour access to temporary accommodation or a refuge 1800 152 152
No Interest Loan Scheme (NILS)
NILS provides people and families on low incomes with access to safe, fair and affordable credit www.nils.com.au
Northern Territory
Organisation Details Contact
Dawn House Provides services to women and children escaping DFV 08 8945 1388
Legal Aid NT Free legal advice 08 8999 7977
Shelterme A directory of services for homeless Territorians www.shelterme.org.au Northern Territory Government Rental Assistance
A list of valuable information regarding rental properties and lease attainment 08 8999 5511
Catherine Booth House (Darwin)
Emergency support and accommodation for single women escaping domestic violence 08 8981 5928
Darwin Aboriginal and Islander Women’s Shelter (DAIWS)
Emergency accommodation and support for indigenous women and children escaping domestic violence 08 8945 2284
YWCA domestic and family violence centre
Emergency accommodation and support for women and their children escaping from domestic violence 08 8932 9155
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Queensland
Organisation Details Contact
Brisbane Domestic Violence Service Counselling, support, advocacy and help for everyone 07 3217 2544
DV Connect Womensline
Assists women to obtain refuge accommodation, counselling and referral to other services 1800 811 811
DV Connect Mensline Counselling and referral for men 1800 600 636
DV Prevention Centre Provide specialist domestic violence services to support women and children affected by domestic and family violence 07 5532 9000
Legal Aid QLD Free legal advice 1800 65 11 88
Multicultural Families Organisation Gold Coast
Provides services for newly arrived migrants and their families, including refugees, humanitarian entrants, and new family stream migrants, during the first five years from their arrival in Australia
07 5571 0381
RAILS Refugee and Immigration Legal Service 07 3846 9300
Womens Legal Service Queensland Free legal advice
1800 957 957 (Statewide)1800 457 117 (Rural & remote)
3rd Space Provide crisis and temporary housing and general assistance for those who are or at risk of experiencing homelessness 07 3254 1144
Homeless Hotline Phone information and referral service for people who are experiencing homelessness or are at risk of homelessness 1800 474 753
National Rental Affordability Scheme (NRAS)
Provides reduced rental costs for low to medium income households and an increased number of more affordable rental houses
www.qld.gov.au/housing/renting/nras/
Residential Tenancies Authority
Tenancy information for those who are affected by domestic and family violence 1300 366 311
South Australia
Organisation Details Contact
Women’s Safety Services SA
Free, confidential service providing support to anyone affected by DFV 1300 782 200
Legal Aid SA Free legal advice 1300 366 424
Housing SA For rent and bond assistance 131 299Domestic Violence Crisis Line Assistance with temporary accommodation or a DFV service 1800 800 098
Women’s Information Service SA Assistance with other queries 1800 188 158
StepUP Loan A low interest loan for people on low incomes who have difficulty accessing credit from a bank www.stepuploan.org.au
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Tasmania
Organisation Details Contact
Family Violence Counselling and Support Service
Offer professional and specialised services to assist children, young people and adults affected by family violence 1800 608 122
Safe at Home Family Violence Response
Access full range of response, counselling, information and other support services 1800 663 937
Legal Aid TAS Free legal advice 1300 366 611
Housing Tasmania
Housing Tasmania provides affordable and secure housing for Tasmanians on low incomes or with special needs. You can browse services from the links below to find the information most relevant to you.
1300 135 513
Legal Aid Commission Housing Assistance Directory of housing assistance service providers in Tasmania 1300 366 611
No Interest Loan Scheme (NILS)
NILS provides people and families on low incomes with access to safe, fair and affordable credit www.nils.com.au
Victoria
Organisation Details Contact
Domestic Violence Resource Centre Victoria
State-wide resource centre supporting families to help stop family violence www.dvrcv.org.au
Eastern Domestic Violence Service Specialist family violence service for women and children 03 9259 4200
Elder Rights Advocacy
Supporting older Australians to uphold their rights and prevent abuse 1800 700 600
Safe Steps Support for women and children experiencing DFV 1800 015 188
Legal Aid VIC Free legal advice 1300 792 387Victorian Government Crisis Accommodation Line
Access to crisis and emergency accommodation services for Victorians escaping family violence 1800 825 955
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Western Australia
Organisation Details Contact
Crisis Care Helpline Helps with child protection concerns, DFV, suicidal ideation and homelessness 1800 199 088
Legal Aid WA Free legal advice 1300 650 579
Homeless Advisory Service
Phone information and referral service for people who are experiencing or are at risk of homelessness 1800 065 892
Entry Point Perth Assessment and referrals for homeless people and people at risk of homelessness
08 6496 00011800 124 684
Affordable Housing Helps Western Australians find affordable housinghttp://ahwebportal.housing.wa.gov.au/Pages/default.aspx
Multicultural Housing Services
Advocacy and support services for migrant families and individuals in private rental accommodation who are identified as being at risk of homelessness
08 9328 2699
Tenancy WA Protecting the right to housing for all tenants through advocacy, advice and education
08 9221 00881800 621 888
UnitingCare West Private Tenancy Support Service
The Private Tenancy Support Service works with people at risk of homelessness due to private rental issues. They provide practical assistance to people in the Perth metropolitan area.
08 9220 1288
No Interest Loan Scheme (NILS)
NILS provides people and families on low incomes with access to safe, fair and affordable credit www.nils.com.au
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Protecting Finances
Before Leaving a RelationshipIf you decide to leave an abusive relationship, there are things that you can do before you make your intention to leave known to your partner, to help secure finances for the future.
Having a secure email account that your partner is not aware of, is an important step to receiving communication from financial and other institutions that can be kept private. The email account should not be created on a device that your partner has access to.
Action: Open a bank account in your name only
Checklist ■ If safe to do so, open a new bank account online or contact a local bank branch to enquire about setting up a new account
■ If it is safe to do so, transfer any monies into this new account (cash is generally a safer option as it is more difficult to trace)
■ Request the bank send any correspondence to your email or other safe address (e.g. not your partner’s address)
Information and ResourcesOpening an account with a bank where you are already a customer: Typically, if you are already a customer of a bank, you will not need to provide as much identification to open an account. Call your bank, apply online, or visit your local branch to set up the new account. When you are at the bank, you can update your details (i.e. address or mailing address). Make it clear that the account must be kept private and all correspondence issued online (to your email or via internet banking) or an address not accessible by your partner (e.g. address of a relative, post office box).
If opening an account with a new bank: Make sure you have adequate ID. Appropriate identification at BOQ includes a form of primary photographic identification, for example an Australian passport or driver’s licence. Depending on the bank, you may need to visit the branch in person to verify that you are who you say you are. When opening a bank account as a new customer, you must provide certain documents to verify your identity. Where this is not possible, the bank will work with you using alternative methods to verify your identity.
BOQ’s acceptable identity documents for individuals over the age of 18 include:• One A document, where that document verifies the customer’s full name, AND
either their current residential address OR date of birth; or• One A document + one B document; or• One A document + one C document; or• Two B documents; or• One B document + two C documents.
A Documents (Primary Photographic):• Australian or New Zealand Passport• Australian or New Zealand Driver’s Licence• Australian Proof of Age CardB Documents (Primary Non-Photographic):• Australian or New Zealand Birth Certificate or Birth Extract or extract from the Register of Citizenship by Descent• Citizenship certificate issued by the Commonwealth of Australia or New Zealand• Pension or health care card issued by the Department of Human ServicesC Documents (Secondary) only Australian Commonwealth, State or Territory documents:• Financial benefits notice issued within the last 12 months containing the customer’s name and residential address• Tax assessment notice issued by the Australian Taxation Office within the last 12 months containing the customer’s name
and residential address• Land titles office records or rates/utilities notice issued by a local government or utilities provider within the last 3 months
containing the customer’s name and residential address
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Action: Open a bank account in your name only
Note: Acceptable identity documents differ slightly for minors. To obtain a copy of the ID requirements for those under 18, please contact us.It is also helpful to give the bank your Tax File Number. If you don’t, any interest your account earns will be taxed by your financial institution.
Additional Resources: ASIC’s MoneySmart website has information about different types of bank accounts, and a guide on switching bank accounts, including transferring direct debits and credits.
This information can be found at:• https://www.moneysmart.gov.au/managing-your-money/banking• https://www.moneysmart.gov.au/managing-your-money/banking/switching-bank-accounts
Action: Prepare an escape fund
Checklist ■ Put aside small amounts of money over time and keep it in a safe place
■ Consider family/friends who might be able to look after money and/or assist financially
Information and ResourcesThere are a number of specialist domestic and family violence services who can also prepare you for leaving a violent relationship (refer helpful contacts and resources above). They can assist in finding alternative accommodation and setting up a new home.
Centrelink Crisis Payment: Centrelink offers a crisis payment for people who have experienced domestic violence and left their home, or whose partner has left or been removed from the home because of the violence.
Important: The payment must be claimed within seven days of the person or their partner leaving the home.A crisis payment can be claimed by calling Centrelink on 132 850, attending the nearest service centre, or by applying online. More information about eligibility and applying for the payment can be found on the Centrelink website: https://www.humanservices.gov.au/individuals/services/centrelink/crisis-paymentCentrelink may also be able to offer advance payment options on income support payments. Information about eligibility and applying for this assistance can be found here: https://www.humanservices.gov.au/individuals/topics/advance-payment/30201
Action: Gather important documentsThese documents should be placed in a secure location or left with someone you trust.You may wish to consider keeping digital copies or photographs of these documents in the event you misplace the originals.
Financial Documents Checklist ■ Bank statements and cheque books
■ Title deeds
■ Payslips
■ Centrelink correspondence
■ Credit card statements
■ Tax returns
■ Loan contracts, statements, mortgages
■ Correspondence with creditors
■ Superannuation statements
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Action: Gather important documentsThese documents should be placed in a secure location or left with someone you trust.You may wish to consider keeping digital copies or photographs of these documents in the event you misplace the originals.
Legal Documents Checklist ■ Identification
■ Birth certificates (incl. for children)
■ Passports
■ Marriage certificate
■ Immigration documents
■ Medicare card
■ Drivers licence
■ Will
■ Prenuptial agreement
■ Immigration paperworks
■ Any court orders or court documents
Information and ResourcesIf you can safely obtain the originals of these documents, you can get photocopies made and witnessed by a Justice of the Peace (JP) who will need to sight the originals. Most states have a search available online to find a JP near you. You can find out more about information about JPs in your relevant state here. If it is not safe to access originals of these documents, copies may be accessed from:
Financial documents: Talk to your financial services providers (e.g. your bank) for copies.
Tax returns: You can request copies of prior tax returns from the Australian Taxation Office (ATO). The request form can be found at: www.ato.gov.au/Forms/Copies-of-tax-documents-request/Legal documents: Copies of most legal documents can be accessed from your State Government website and the Australian Passport Office by calling 131 232 or on their website at: www.passports.gov.au
After Leaving a Relationship Securing finances now will play a vital role in ensuring and maintaining independence in the future. It is also important to be aware that you may have financial liabilities.
Action: Set up a new bank account(If this hasn’t already been done)
Checklist ■ Open a bank account online or contact a local bank branch to enquire about setting up a new account (not in joint names)
■ Request the bank send any correspondence to your email or other safe address (e.g. not your partner’s address)
■ Transfer any monies received into this new account
■ Transfer any direct debits you are responsible for to your new account (e.g. mobile phone plan)
■ Inform any person or organisation, such as Centrelink or your employer of the new account details and ensure monies are deposited into the new account
Information and ResourcesSee the Open a Bank Account section above for information you might need to open a new bank account. Additional Resources: ASIC’s MoneySmart website has information about direct debits, including how to transfer direct debits and credits.This information can be found at:• https://www.moneysmart.gov.au/managing-your-money/banking• https://www.moneysmart.gov.au/managing-your-money/banking/switching-bank-accounts
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Action: Set up a mail redirection
Checklist ■ Arrange for your mail to be redirected to a safe address such as a relative or PO Box (free for up to 12 months for domestic
violence victims)
■ Set up a PO Box through Australia Post (free for up to 22 months for domestic violence victims)
Information and ResourcesAustralia Post offers a free 12-month mail redirection service for customers in special circumstances such as domestic violence. In addition, you also have the option of free PO Box access for up to 22 months.• You can apply in-person at any Post Office in Australia. Make sure you bring a completed mail redirection form and
individual proof of identity. Printed mail redirection forms are also available from your local Post Office.• Evidence of domestic violence is preferred by Australia Post in order to claim your free services. If possible, please also
bring along one of the following: - Intervention order; - Statutory declaration from the Police; or - Notice on an approved letterhead from a supporting agency (e.g. Case Worker, Psychologist).• Australia Post understands this is sometimes not possible; applications without supporting evidence will be assessed on a
case-by-case basis, at the discretion of the Australia Post Branch Manager.More information on this service is available here.
Action: Freeze joint bank accounts and credit cards (when safe to do so)
Joint Bank Accounts Checklist ■ Withdraw money you need
■ Freeze or close accounts
■ Inform bank of separation
■ Request the bank send any correspondence to your email or other safe address (e.g. not your partner’s address)
■ Cancel direct debits
■ Direct Centrelink and other payments to a new account
Credit Cards Checklist ■ Cancel any additional/supplementary cards
Information and ResourcesIf ASIC’s MoneySmart has information on:• Joint bank accounts, including how to close them:
https://www.moneysmart.gov.au/managing-your-money/banking/joint-accounts• How to cancel a joint credit card:
https://www.moneysmart.gov.au/borrowing-and-credit/credit-cards/how-to-cancel-a-credit-card• How to transfer your credit card balance to a new card:
https://www.moneysmart.gov.au/borrowing-and-credit/credit-cards/credit-card-balance-transfersIf you are a BOQ customer, contact the Customer Assistance Team directly on 1800 079 866 for assistance managing personal loans and other debt.
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Action: Find alternative accommodation and housing
Checklist ■ Contact the housing/homeless support services for your state (refer to state based resources in the Helpful Contacts and
Resources section) to find safe accommodation
■ If moving out of a rental property, advise the real estate agent and request your name to be removed from the lease. You will also need a sign a form to release your half of the bond payment
■ Call your local tenancy advice service in the area
■ Consider getting legal advice if living in a home owned by either or both partners
Information and ResourcesCentrelink offers rent assistance for eligible people. For information on eligibility and on how to inform Centrelink about a change of circumstances, visit: www.humanservices.gov.au/customer/services/centrelink/rent-assistance ASIC’s MoneySmart website has resources for people struggling with their mortgage. These resources can be found at: www.moneysmart.gov.au/managing-your-money/managing-debts/problems-paying-your-mortgage Apply for an exclusion or ouster provision or a protection order: Talk to a lawyer about these options. Legal advice resources for your state can be found in state bases resources in the Helpful Contacts and Resources section
Action: Freeze joint bank accounts and credit cards (when safe to do so)
Checklist ■ Let Centrelink know of any changes in circumstances
■ Enquire about eligibility for other support payments
Information and ResourcesCentrelink must be informed of a change in circumstances within 14 days to ensure continuation of receipt of relevant benefits. To be eligible for a crisis payment, a claim must be submitted within 7 days of the person or their partner leaving the home. A support service can assist with this. Centrelink may be able to offer a number of support payments such as income support for people affected by financial abuse and/or if there are children under eight years of age. Payments and support that may be available include:• Crisis payment: Application can be made for a crisis payment where persons have experienced domestic violence and
left their home, or their partner has left or been removed from the home because of the violence. A crisis payment can be claimed by calling Centrelink on 132 850 or attending the nearest service centre. More information is available on the Centrelink website: www.humanservices.gov.au/customer/services/centrelink/crisis-payment
• Family and parents line: Call Centrelink on 136 150 for referral to a Family Assistance Officer who can give further information
• Child support: Call Centrelink for advice about applying for child support on 131 272 or visit: www.humanservices.gov.au/customer/dhs/child-support
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Action: Change Terms of Mortgage
Checklist ■ If the mortgage has a redraw facility (this allows money to be borrowed that has already been repaid) or line of credit
(additional credit extended to a borrower), change the terms so both signatures are required to withdraw money
Information and ResourcesTo change the terms of your mortgage call your financial institution, or visit your local branch.
Action: Change Security Numbers/Passwords
Checklist ■ Change the PINs, passwords and security questions for all mobile phone, bank and credit card accounts, online shopping
accounts, email and social media accounts.
Information and ResourcesFor assistance, call or visit the local branches of your financial services providers, such as your bank or credit card company.
Next Steps After leaving a financially abusive relationship, there are a number of steps that will need to eventually be completed to gain control of finances, but these do not need to be done all at once. These steps can be tackled once you have some breathing space. A domestic violence support service may also be able to assist you in completing some of these steps.
Action: Credit Reporting
Checklist ■ Check your Bureau Credit Rating/obtain a credit report
■ Contact any unknown creditors to obtain a copy of any documents such as loan agreements and statements
■ Monitor credit
Information and ResourcesYou are entitled to a free copy of your credit report once a year. Credit reports can take up to 10 working days and can be obtained from:Equifax: 13 83 32 or www.equifax.com.auDun & Bradstreet: 1300 762 207 or www.checkyourcredit.com.auExperian: 1300 783 684 or www.experian.com You can also contact the Financial Rights Legal Centre on 1800 007 007 or www.financialrights.org.au which provides advice and advocacy for people in financial stress. The advice they provide includes speaking to creditors on your behalf and giving you advice if you can’t afford your repayments. It is strongly advised that you seek legal advice and support when undertaking this work.
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Action: Update Contact Information with Service Providers
Checklist ■ Phone company, internet and pay TV
■ Postal service
■ Insurance companies
■ Utility accounts
■ Children’s schools/daycare
■ Australian Electoral Commission (AEC)
■ Department of Transport
■ Police (if police have applied for an AVO for you)
■ Health provider
Information and ResourcesIt may be helpful to make a list of companies and service providers that need to be contacted in your own time.• Mail redirection: You may consider having your mail redirected while updating this information to ensure that mail
doesn’t slip through the cracks or your ex-partner doesn’t obtain information intended for you. Australia Post offers a free 12-month mail redirection service for customers in special circumstances such as domestic violence. In addition, you also have the option of free PO Box access for up to 22 months. More information on this service is available here.
• Transport department authority for your state (driver’s licence, proof of age card and vehicle registration): If you change your name or address you must notify the transport department for your state within 14 days. You can change your address online, over the phone or in person.
• Silent electors: If you change address, you are eligible to enrol to vote in that location once you’ve been there for one month. You can apply to AEC to register as a silent elector if you believe you or your family’s safety is at risk. This will ensure your name only (not your address) will be recorded on the Electoral Roll: www.aec.gov.au/enrolling_to_vote/special_category/silect_electors.htm
Action: Mobile Phones
Checklist ■ Change mobile phone/SIM card(s)
■ Be aware of how to use technology safely
Information and ResourcesSee ASIC’s MoneySmart website has information on mobile phone deals and plans at: www.moneysmart.gov.au/life-events-and-you/under-25s/mobile-phone-deals-and-plans
Action: Financial Counselling
Checklist ■ Prepare a budget (a friend, family member or financial counsellor may be able to assist)
■ Get back on top of debt
■ Consider making an appointment with a financial counsellor
Information and Resources• National Debt Helpline: A free National Debt Hotline open between 9:30am and 4pm, Monday to Friday which provides
financial counselling advice on managing money and debts. Call 1800 007 007 or visit www.ndh.org.au• MoneySmart: Provides financial management resources, tools and information. Visit www.moneysmart.gov.au
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Action: Superannuation/Insurances
Checklist ■ Consider if current policies are still correct given change in circumstances
■ Update the beneficiary of any existing policies (superannuation nominee for example)
Information and ResourcesIf you don’t know your superannuation provider(s) visit: www.moneysmart.gov.au/superannuation-and-retirement/keeping-track-and-lost-super• MoneySmart has a factsheet on finding lost super that may also be useful (available at the link above).
Action: Wills and Power of Attorney
Checklist ■ Make or change a will
■ Cancel any Powers of Attorney that nominate your partner/ex-partner, and nominate someone that you trust
Information and ResourcesFor legal information and help refer to the legal advice resources for your state in the Helpful Contacts and Resources section of this document. For information on setting up a will you can contact the Public Trustee for your state.
Action: Rent & Motor Vehicles
Checklist ■ Remove ex-partner’s name from any rental agreements
■ Transfer ownership and registration of vehicles (so that only that person is responsible and has control over the vehicle and is therefore responsible for any fines)
■ If relevant, update details with your e-toll or e-tag provider to ensure your partner cannot track your movements through your toll account
Information and ResourcesRefer to the housing assistance resources for your state in the Helpful Contacts and Resources section of this document. Vehicle registration can be transferred online or in person. Refer to the relevant transport department authority for your state for more information.
Action: Tax
Checklist ■ Contact the ATO to find out how the separation may impact tax payments
■ Check that the ATO has the details of your new bank account
Information and ResourcesThe ATO can be contacted over the phone, online or in writing. Contact information for all ATO services can be found at www.ato.gov.au/About-ATO/About-us/Contact-us
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Achieving Financial Independence Once financial abuse has begun to be addressed, you can refer to this section to assist you in achieving financial independence.
Financial CounsellingYou may wish to consider speaking to a financial counsellor if you have not already done so. Financial counsellors work for community agencies in all states and territories, providing free, independent, and confidential information to assist people in financial difficulty. They help their clients get out of the cycle of debt and take control of their finances.
Financial counsellors can negotiate repayment arrangements with creditors on your behalf, help you apply for a financial hardship variation on your bills or repayments, explain debt recovery procedures, and refer you to other services for further help, if necessary.
A financial counsellor will:
• Help you get a clear picture of your overall financial situation;
• Explain what options you have in relation to your debts and the advantages and disadvantages of them;
• May advocate or negotiate with creditors, government agencies and other institutions;
• Listen and provide support.
Financial counsellors can also provide suggestions on how to improve your financial situation including how to do a budget.
National Debt Helpline 1800 007 007
The free hotline is open from 9:30am to 4:30pm, Monday to Friday. When you call this number you will be automatically transferred to the phone service in your state (opening hours can differ in different states). Calls from mobile phones may incur a fee from the mobile phone carrier.
You can also visit www.ndh.org.au for information and resources that can help if you’re struggling with debt.
You can find your nearest financial counsellor by typing your postcode in the search field on the MoneySmart website here.
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Helpful ToolsYou MoneySmart has a number of handy tools and resources and tips for managing your money that can help you get more control over your finances so you can reach your savings goals.
A few to get you started are:
• How to do a budget
• Simple ways to save money
• Managing on a low income
• Budget planner
• Savings goals calculator
• Simple money manager
BOQ also has some tools and calculators available to assist you in reaching your financial goals:
• Budget planner
• Savings calculator
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Additional Support
Financial Hardship AssistanceIf you are concerned about your financial position and/or ability to meet financial commitments, the BOQ Customer Assistance Team may be able to assist.
Customers can contact the Customer Assistance Team directly on 1800 079 866 or apply online here.
Where restoring your financial position is possible, assistance may include options such as:
• Interest only payments for an agreed period;
• Extending the terms of your loan to reduce your payments;
• Temporarily postponing payments; or
• Clearing arrears by combining existing arrears with the total loan amount.
Where restoring your financial position is unlikely, assistance may include options such as:
• Agreeing on an alternative arrangement or contract;
• Changing the terms of your loan;
• Giving you time to sell your property; or
• Giving information about bankruptcy or insolvency arrangements.
ComplaintsCustomers who have a complaint should contact BOQ Customer Service on 1300 557 272 or visit their local branch.
When the complaint is received by phone or in one of our branches, we will try to resolve your complaint immediately. Where this is not possible, we will let you know who will be handling your complaint, their contact details, and the expected resolution date.
For complaints received via mail, email, website or fax, we will acknowledge your complaint within 48 business hours. We may do this by phone, post or email and we will advise you of the name and contact details of the person handling your complaint.
We can usually resolve your complaint within five business days. If your complaint requires further investigation and more time is required, we will advise you of the expected resolution date and keep you updated on our progress.
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Customer RelationsIn the event that you remain dissatisfied and your complaint has not been previously reviewed by our dedicated Customer Relations team, you may contact our team by:
• Telephone: 1800 663 080
• Lodge a complaint online
• Fax: +61 3067 9315
• Mail to: BOQ Customer Relations, Reply Paid 2258, Brisbane QLD 4001
Customer AdvocateIf you are not satisfied with the outcome, you are able to contact the Customer Advocate for an independent review.
BOQ has a dedicated Customer Advocate who operates independently from our business operations and complaints resolution process. You can contact the Customer Advocate by:
• Email to: [email protected]
• Mail to: BOQ Customer Advocate, PO Box 898, Brisbane QLD 4001
Australian Financial Complaints AuthorityIf you are still unhappy, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an impartial, independent and free dispute resolution scheme.
You can lodge a dispute with AFCA by:
• Telephone (1800 931 678)
• Online via their website: www.afca.org.au
• Reply Paid mail to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3000
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Bank of Queensland Limited ABN 32 009 656 740 (BOQ).
