Domestic and family violence involves abusive and violent behaviour towards a partner, former partner, family or household member. It is much broader than physical violence, and includes actions that control, humiliate or scare the other people in the household.
It may also include emotional, psychological, financial/economic, sexual abuse and threats of abuse. Domestic & family violence can include damage or threats to damage property and animals.
Domestic & family violence causes long term harm to people and comes at a high economic cost, including to businesses through reduced work performance and lost work time.
ANA recognises domestic and family violence as one of the main social issues facing Australia.
While legal restraints and victim support are essential, ANA recognises that biggest impact on domestic violence will come from people & organisations, including businesses taking a strong pro-active stand against family & domestic violence, including speaking out, reporting and taking direct action to support victims.
Purpose of this Policy
This policy spells out the requirements of ANA staff in relation to domestic violence, both in the workplace and especially in relation to clients, policyholders, claimants and third parties to any claim where ANA is instructed.
Broadly, it requires that ANA staff:
- Speak up against domestic violence, including jokes or comments that imply any tolerance of domestic violence.
- Report any suspicion of violence within the ANA workplace, including colleagues who may be suffering from violence outside the workplace.
- Be sensitive to signs of domestic violence affecting clients, policyholders, claimants and third parties and follow the response protocols set out for domestic & family violence (and other forms of client vulnerability) in the ANA’s General Insurance Code of Practice 2020 training.
- Maintain high personal values of inter-personal respect and non-violence.
ANA’s priorities in managing anyone affected by family violence are:
- Classify the person as vulnerable based on self-report or reasonable suspicion, without requiring external evidence (such as a restraint order).
- Urgently report to ANA Management and the insurer the classification of the person as vulnerable and request the Insurer’s instructions on preferences for dealing with that vulnerable person.
- Immediately trigger the special considerations and actions set out in ANA vulnerable customer training.
- Treat the vulnerable person with dignity and respect.
- Consider the safety of the vulnerable person and their family as paramount in any decision making.
- Take additional care to minimise stress from the insurance process.
- Treat all information about the vulnerable person as sensitive and ensure the information is kept confidential. Be especially careful about revealing information to other family members and associates without the vulnerable person’s approval.
- Discuss with the vulnerable person their preferred safe ways to communicate and record these preferences on the case file.
- Communicate with any financial counsellor, lawyer, community services or social work, legal aid officer or family violence specialist where requested and approved by the vulnerable person.
- Where reasonable, minimise the information that the vulnerable person is required to provide and the number of times the vulnerable person is required to disclose the same information, noting that they may not have access to their personal information, records and documents.
- Where possible, provide vulnerable persons with consistency in speaking to one staff member.
- Advise the vulnerable person of their rights to complain, both to ANA and to the insurer, and that a different ANA adjuster can appointed where a Complaint by a vulnerable person has been made.
- Provide a copy of this policy to any vulnerable person upon request.
Immediate danger call 000.
White Ribbon Counselling
1800 RESPECT (1800 737 732) www.whiteribbon.org.au/
This is a 24-hour national sexual assault, family and domestic violence counselling line for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.
Men’s Referral Service
1300 766 491 https://ntv.org.au/get-help/
This service from No to Violence offers assistance, information and counselling to help men who use family violence.
1300 789 978 https://mensline.org.au/
Supports men and boys who are dealing with family and relationship difficulties. 24/7 telephone and online support an information service for Australian men.
13 11 14 or text 0477 13 11 14 at night (6pm-midnight AEDT) www.lifeline.org.au
Support for anyone experiencing a personal crisis or thinking about suicide.
Kids Help Line
1800 551 800 https://kidshelpline.com.au/
Free, private and confidential, telephone and online counselling service specifically for young people aged between 5 and 25 in Australia.
Elder Abuse Help Line
1800 353 374 www.eapu.com.au/helpline
Free information and support services for people who experience or witness the abuse of an older person. Operating hours vary.
Financial Counselling Australia
1800 007 007 www.financialcounsellingaustralia.org.au/
Access free resources and advice from a private financial counsellor.
1300 22 4636 https://www.beyondblue.org.au/
Information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.