Family Violence Policy

Our customers who experience family violence have the right to;

• Receive confidential and respectful conversations;
• Be provided with a dedicated point of contact and be provided with a direct line;
• Continuity of service
• Feel safe and have the flexibility and time consider their options
• Have their privacy protected and their account secured;
• Be offered immediate access to our Coliban Assist Program; which gives access to a range of benefits
• Receive payment assistance in the form of suspension of and/or reduced payment instalments. Partial or full debt waivers will be considered in accordance with business frameworks.
• Continuity of service and be exempt from debt collection processes, restriction and related costs.
• Receive information about financial support and assistance available and be provided with links to specialised support networks;
• Retain agency and autonomy of choice relating to support and assistance.
• Nominate safe communication preferences including contact method, timing and restrictions

Contact our Customer Care Team on 03 4410 3052 for a confidential discussion. 
 

Family violence includes any behaviour that makes someone feel unsafe, afraid, or controlled in a family, domestic, or intimate relationship.

This can include:

• Physical or sexual abuse.
• Emotional or psychological abuse.
• Financial control or abuse.
• Threatening, controlling or coercive behaviour.

It can also include children hearing or witnessing violence, and violence within extended families, kinship networks, or chosen families. 

If you're affected by family violence, you have the right to:

• Be treated with respect, understanding, and confidentiality.
• Speak with a trained team member who understands your situation.
• Have a dedicated contact person (if you choose).
• Tell your story once - you won't be asked to repeat it.
• Have your account secured and your privacy protected.
• Choose how and when we contact you.

You'll also have access to practical support, including:

• Flexible payment options based on your situation.
• Temporary payment pauses where needed.
• Reduced payments or debt relief (depending on your circumstances).
• Protection from debt collection, water restriction, and related fees.
• Information about financial assistance and specialist support services.

You remain in control of the support you accept.

How we support you

Our team is trained to respond to family violence with care and understanding. We'll work with you in a way that feels safe and respectful.

A dedicated point of contact

If you choose, we'll connect you with a specialist team member who will manage your case and be your main contact.
 

Tailored financial support

We can provide support through our Coliban Assist Program, which may include:

• Payment plans that match your capacity to pay.
• Access to government grants and concessions (if eligible).
• Pausing our reducing debt.

In certain circumstances, we may consider granting partial or full debt waivers.
 

Account safety and privacy

We can put protections on your account, such as:

• Restricting access to your information.
• Adding passwords or additional security.
• Limiting who can make changes to the account.

For joint accounts, we'll work with you to find a safe and appropriate solution.
 

With your consent, we can help connect you to specialist support services. We also provide information about:

• Financial assistance and grants.
• Family violence support services.

Your privacy

We treat your personal information with strict confidentiality. We only share information if:

• You give permission, or
• It's required to protect your safety or someone else's safety.

Your account may also be secured internally so only trained team members can access it.

We are committed to:

• Supporting customers affected by family violence with care and respect.
• Protecting your safety, privacy, and dignity.
• Preventing misuse of water services to control or harm others.
• If you are participating in our Coliban Assist Program we will protect you from debt recovery activities, restriction of water supply and legal action.

If family violence is affecting your ability to pay your bill, please contact us. We will work with you to:

• Establish a flexible payment arrangement.
• Adjust existing payment arrangements.
• Provide financial support where available.
• Ensure you are not unfairly disadvantaged.

In some circumstances, we may waive part or all of your debt if repayment impacts your safety or ability to recover.

If you're unhappy with how we've handled your situation, you can make a complaint.

We will:

• Respond within 10 business days (for written requests).
• Explain our decision clearly.
• Offer escalation to a senior manager if needed.

You can find our contact information here.

You can also contact the Energy and Water Ombudsman of Victoria (EWOV) for independent support.