Providing extra care to our vulnerable customers.
Beyond Bank recognises the diverse needs and challenges faced by our customers, particularly those who are vulnerable.
Every individual deserves access to reliable financial services and support, regardless of their circumstances. We provide extra care to our customers who need it most, supporting them to safely and confidently achieve financial independence.
Domestic and family violence.
What is domestic and family violence?
Domestic violence is a complex pattern of behaviours that may include physical acts of violence, sexual abuse and emotional abuse.
Family violence is a broader term that refers to violence between family members (e.g. spouses, partners, parent and child, siblings and more).
Behaviour towards victims can include limiting their access to finances or work, preventing them from contacting family and friends, demeaning and humiliating them, threatening them or their children and acts of physical violence.
Domestic and family violence can happen to anyone, at any time, no matter their gender, age, orientation, location, cultural or religious beliefs, or economic status.
How can we help?
Our customer-facing staff are appropriately trained to ensure victims of domestic and family violence are supported with the upmost respect and privacy.
We can help victims to protect or strengthen their financial independence, manage their finances safely, or rebuild for a secure long-term future.
We can assist our customers to access limited financial and other support to help keep them and their families safe. This support will be determined by us on a case-by-case basis.
Domestic and family violence support
If you’re in danger, please call the police on 000.
To access 24/7 counselling and support you can call 1800 Respect on 1800 737 732 or visit https://www.1800respect.org.au/
If you need an interpreter or translator, you can use the telephone translating and interpreting service (TIS National) on 131 450, specify your required language and ask them to contact 1800RESPECT on 1800 737 732.
Financial abuse.
What is financial abuse?
Financial abuse is a serious issue with far-reaching consequences for individuals, their families and the community. It occurs when someone misuses money, financial resources, property or assets without the owner’s explicit knowledge or express consent.
Financial abuse can happen to anyone, but some people may be at greater risk, including older Australians, people with a disability, people with a mental illness or experiencing emotional challenges, and people who are socially isolated.
It can also happen to people who are in good health – sometimes a person does not even realise they are being financially abused.
Financial abuse can take many forms and it usually consists of a number of actions over a period of time, rather than a single event.
Types of financial abuse include:
- Elder financial abuse
Elder financial abuse is a specific form of exploitation or manipulation of older adults' finances for personal gain, often perpetrated by individuals in positions of trust or authority.
This form of abuse can take various forms and can occur through different channels, including family members, caregivers, financial advisors, or strangers. Some common examples of elder financial abuse include deceit, forgery, coercion through bullying and intimidation, and the misuse of Power of Attorney or Guardianship instructions.
- Disability
Financial abuse of a disabled person is any act involving the misuse of the person’s money or property. This is done without their full knowledge, consent or understanding.
This can be against an individual with a physical and/or mental disability. It deprives them of critical financial resources for their personal needs.
- Domestic
Domestic financial abuse may occur when a person uses money to gain power and control over their partner.
This type of abuse is when a victim is trapped in an abusive relationship with a person who:
- forbids access to bank accounts,
- provides an inadequate allowance,
- not allowing the victim to work,
- forcing the victim to sign documents or make false declarations,
- denying that the victim has an entitlement to joint property.
This type of financial abuse can be subtle. A person gradually takes control over bank accounts and financial transactions. Domestic financial abuse can also be obvious, violent and threatening.
It may not be until after a relationship has ended that the customer realises that they are a victim of financial abuse.
Financial abuse support
If you’re in danger, please call the police on 000.
- To access 24/7 counselling and support, you can call 1800RESPECT on 1800 737 732 or visit 1800respect.org.au
If you need an interpreter or translator, you can use the telephone translating and interpreting service (TIS National) on 131 450, specify your required language and ask them to contact 1800RESPECT on 1800 737 732.
- To support victims of elder abuse,
1800 ELDERHelp
Tel: 1800 353 374
Note: This number directs you to the phone line in your state or territory.
- A resource centre for support and advocacy of elder abuse:
Financial difficulty.
When your circumstances have changed and you’re finding it hard to pay your debts on time, this could indicate that you are experiencing financial difficulty or hardship.
Events that could result in financial difficulty include some of the following:
- unemployment
- serious illness or injury
- family and domestic violence
- the loss of a loved one
- natural disasters
- a relationship breakdown
How can we help?
Our credit team may be able to assist by working with you to explore options and tailor assistance based on your situation.
Other things to do:
- Stay connected to friends and family. Be aware that your partner might be monitoring your transactions, your computer or phone.
- Talk to someone you trust about how your money is being managed.
- Contact us on 13 25 85 and speak to our Customer Relationship Centre staff about protecting access to your money. This could be done by re-setting passwords, restricting online access, transactions, and limits.
- Download the app Daisy to help you access support services in your local area.
- Download the app Sunny if you are a woman with a disability who is experiencing violence and abuse.
- Talk to your employer - many have access to free counselling.
- Keep a diary to record the behaviour (if you can do it safely).
