Domestic and Family Violence Policy


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, vrsANA 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 vrsANA 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 vrsANA is instructed.

Broadly, it requires that vrsANA staff:

  • Speak up against domestic violence, including jokes or comments that imply any tolerance of domestic violence.
  • Report any suspicion of violence within the vrsANA 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 vrsANA’s General Insurance Code of Practice 2020 training.
  • Maintain high personal values of inter-personal respect and non-violence.


vrsANA’s priorities in managing anyone affected by family violence are:

  1. Classify the person as vulnerable based on self-report or reasonable suspicion, without requiring external evidence (such as a restraint order).
  2. Urgently report to vrsANA 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.
  3. Immediately trigger the special considerations and actions set out in vrsANA vulnerable customer training.
  4. Treat the vulnerable person with dignity and respect.
  5. Consider the safety of the vulnerable person and their family as paramount in any decision making.
  6. Take additional care to minimise stress from the insurance process.
  7. 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.
  8. Discuss with the vulnerable person their preferred safe ways to communicate and record these preferences on the case file.
  9. 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.
  10. 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.
  11. Where possible, provide vulnerable persons with consistency in speaking to one staff member.
  12. Advise the vulnerable person of their rights to complain, both to vrsANA and to the insurer, and that a different vrsANA adjuster can appointed where a Complaint by a vulnerable person has been made.
  13. Provide a copy of this policy to any vulnerable person upon request.


Immediate danger call 000.

White Ribbon Counselling

1800 RESPECT  (1800 737 732)

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

This service from No to Violence offers assistance, information and counselling to help men who use family violence.

Mensline Australia

1300 789 978

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)

Support for anyone experiencing a personal crisis or thinking about suicide.

Kids Help Line

1800 551 800

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

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

Access free resources and advice from a private financial counsellor.

Beyond Blue

1300 22 4636

Information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.