Get involved

We’ve updated our Customer Charter to make it clear to our customers we won’t tolerate domestic and family violence, including financial abuse, and we do not condone the misuse of our products and services to perpetrate such violence.

As an essential services provider, we are uniquely placed to support our customers impacted by domestic and family violence, and our people who play an important role in supporting them. It’s our responsibility to provide support, empathy and respect, and invest in ongoing education and training so they are ready to listen and help.

Every person who engages with Alinta Energy - whether customer, employee or community partner deserves to feel empowered and respected.

At Alinta Energy, we believe that supporting and protecting financial independence and dignity is as important as supplying reliable energy. Our core values of People Matter, Respect & Integrity, One Alinta and Customer Focus guide us to create safe, inclusive environments for both our team and the customers we serve.

 That’s why we’ve strengthened our policies to explicitly address and prevent financial abuse, reinforcing that the misuse of someone’s financial autonomy will not be tolerated.

- Todd McDonald, Retail Community Advocate

Insurance protects our customers most valuable assets and the impact of financial abuse can be devasting. We play a critical role in showing we do not tolerate this behaviour and are here to protect our customers in their time of need.

By joining Respect and Protect and implementing a perpetrator clause, we are demonstrating that abusive behaviour is unacceptable and how businesses can make a stand to make the world a safer place.

- Laura O’Donnell, Head of Customer Advocacy, Human Rights and Community

It’s important banks incorporate safety features into their products and services and continue to work with industry and authorities to raise awareness about abuse and do all we can to prevent it from happening. There is an opportunity for our industry to continue to innovate and iterate the design of financial products to increase financial safety.

Sean O’Malley, Group Executive, AMP Bank

Read more

ANZ supports the Designed to Disrupt report’s call to reimagine financial product design.  ANZ wants to make it clear to customers: we do not tolerate our products being used for abuse.  ANZ will take action to suspend, cancel or deny access to any account found to do so. Tackling financial abuse takes a whole of community response, and banks play an important role.  ANZ takes action by using product design to help prevent abuse as well as taking extra care to support those who have experienced vulnerability.

Read more

As a bank we have a role to play in protecting people from harm by delivering services and products supported by:

• Systems that detect financial abuse and facilitate a response
• Clear and accessible Terms and Conditions that outline zero tolerance for financial or any other form of abuse
• Staff resources to assist those under duress or in need of additional support

We are committed to working within our industry to ensure our products and services are not used to facilitate financial abuse, a recognised form of domestic violence that has a lasting impact on individuals, families and the broader community.

- Darlene Mattiske-Wood, Chief Executive Officer

Updating our terms and conditions is an important step in demonstrating our commitment to supporting victims of family and domestic violence and we are sending a clear message that we will not allow our services to be exploited for abusive conduct.

We believe that creating safer communities is a shared responsibility, and by removing the ability for financial systems to be used as tools for harm, we are taking an important step toward a safer and more supportive future for all.

At Bank Australia, our mission is to have a positive impact on people and the planet.

As a customer-owned bank, we are committed to ensuring that our systems and services support customers experiencing hardship, including those affected by financial abuse.

We believe that it is our shared responsibility to create a safer community by making sure our products and services cannot be misused.

As part of our ongoing efforts to protect our customers, we have updated our terms and conditions to reflect our dedication to combating financial abuse as form of coercive control which is not tolerated by us.

As a mutual bank, we started from a place of people doing for people where others wouldn’t. That’s the story of how we started – 48 teachers (Victorian Teachers Union members) unhappy with traditional banks and what they wouldn’t provide for members. They each put $10 on the table and had a small financial fund that was used to lend to teachers – mostly women, who couldn’t get a loan from a traditional bank. Our focus hasn’t changed.

Our Member base of teachers, and more recently nurses, is not only heavily skewed to females, these professions are at the frontline of identifying, reporting and treating family violence victims. As a bank, we also have a role to play. That’s why an update of our Terms and Conditions to make it clear that a bank account is no place for abuse is an obvious, and positive, move for Bank First.

As a member-owned bank established by members of Victoria Police, we take seriously the devastating impact financial abuse and coercion can have on those who experience it. The use of financial levers to control, abuse or manipulate others, is something we as a bank do not tolerate, and we have been implementing a range of monitoring and response mechanisms to address this. ​

In recent years we have enhanced our policies, systems, and processes, to identify, respond to and report suspected financial abuse. Our terms and conditions incorporate the identification and redress of financial abuse and conduct. These are enacted through active transaction monitoring and intervention, improving community awareness, and staff training sessions and support. ​

We collaborate with like-minded organisations such as Victoria Police and Crime Stoppers Victoria, to inform and support our members and community, in the prevention of all forms of harm, abuse, control, and violence.​

​From our proud heritage of member-focused financial empowerment, BankVic continues to be guided by serving and protecting our community from harm, just as our members do. ​

As part of the research we completed to inform our Environmental, Social & Governance (ESG) Strategy, we identified that the prevention of Family and Domestic Violence (FDV) was of high importance to our surveyed members and staff.

As a customer-owned bank, we believe we have a part to play in the prevention of FDV, as well as assisting and supporting our members when FDV is identified to help them leave abusive situations and get back on their feet. We have recently formed an internal working group to work through a number of areas where we think we can enhance the support offered to our members.

As part of this working group, we have recently updated our Online Services Terms and Conditions and Savings Account and Account Access Terms and Conditions to highlight zero tolerance for financial abuse.

The 'Financial Abuse' section added to our T&Cs aims to protect vulnerable people by prohibiting the misuse of accounts or services for financial abuse, unlawful activities, offensive behaviour, threats, harassment, or control. This section clearly outlines these behaviours as inappropriate and unacceptable, allowing us to reasonably exercise our rights and take actions such as suspending, cancelling, or denying access to accounts, cards, or services, or delaying, blocking, or refusing transactions to protect members or others from financial abuse or inappropriate behaviour.

P&N Group

Bendigo and Adelaide Bank is committed to improved support for financially vulnerable customers, staff, suppliers, and our wider community. 

By the end of 2024, we will have included reference to ‘Unacceptable Account Conduct’ in our terms and conditions which allows the Bank to suspend, cancel or deny individuals access to products or services if the Bank identifies them as engaging in financial abuse. 

We acknowledge that we all have a part to play in assisting those vulnerable members of our community and we’re committed to ensuring everyone feels safe and empowered when banking with us. 

As a customer-owned bank, our ambition is to change the lives of our customers and communities through financial wellbeing, and safety is paramount to achieving this.

Beyond Bank has a social responsibility to protect and empower our most vulnerable customers. We have policies and controls in place to identify and prevent the misuse of our financial products and services, and we provide extra support and care to our customers who need it most.

As an innovative tech company, while our mission is clearly to make the lives of the recently bereaved better, the truth is, any innovation can have unintended consequences. Including the provisions so thoughtfully considered by Catherine Fitzpatrick for us is therefore essential - another line of defence against financial abuse that we will actively prevent on our platform.

Control and abuse in any form are unacceptable, and Celsus is committed to promoting respect for women and protecting themagainst financial abuse.

We are proud to pledge our commitment, and we have updated our policies to only engage with suppliers who promote respect for women and protect against financial abuse.

Celsus has also introduced a Family and Domestic Violence policy and education program to support our team in our ongoing effort to do whatever we can to make a difference.

- Di Mantell, Chief Executive Officer

We’re proud to be the first of Victoria’s water corporations to sign-up for the respect and protect initiative because the right to an essential service like water and sewerage is no place for family violence or financial abuse.

We’ve updated our terms and conditions and by ensuring our team is skilled and ready to help we are discouraging perpetrators from using us and our services to continue the cycle of abuse.

We know it will take a whole-of-community effort to make a difference and that this is just one small step our business, and all businesses around Australia, must take.

We know that perpetrators of domestic and family violence use a range of tactics to maintain a system of coercive control over their partners/ex-partners. This often includes the mis-use of financial products and services to trap victim/survivors or keep them financially dependent. This makes it difficult for victim/survivors to seek help or to leave or cease contact. This form of abuse is a choice by perpetrators to deliberately mis-use banking products or services to control a partner or ex-partner.

By updating our product terms and conditions – we are discouraging perpetrators from turning towards banking products to perpetrate financial abuse.

Financial abuse can significantly impact a victim-survivor’s financial independence and economic security. Sadly this can continue long after the victim / survivor has left an abusive partner.

It takes a whole-of-community effort to make a difference. There is an opportunity to accelerate efforts through targeted action from business that reinforces that financial abuse is socially unacceptable and has consequences.

When banking products or services are mis-used the cycle of abuse can be perpetuated. That is why we (and other banks) have a role to play to discourage and prevent perpetrators from using our banking products or services as a vehicle for intimidation, harassment and financial abuse.

Leif Gamertsfelder, Executive General Manager, Customer and Community Advocacy

As one of Australia’s largest customer-owned banks, Great Southern Bank was founded on the principles of fairness to its customers. That fairness is still central to who we are – which is why we are committed to assisting any of our customers experiencing vulnerability, including financial abuse.

There is no place in our products – and our bank - for financial or other types of abuse, and our terms and conditions are clear on the consequences if abuse is detected. We continue to increase our efforts to reduce and eliminate abuse even further.

Control and abuse in any form is unacceptable and Hollard is committed to helping protect our customers. We recognise that financial products and services, like insurance, can be misused to cause harm. We are proud to pledge our commitment to update our insurance terms and conditions, in addition to the focussed training and tools we provide to the Hollard team, to help combat financial abuse. 

• Suzi Leung, Chief Commercial Officer

At Homesafe, we see firsthand how financial vulnerability can impact older Australians, particularly when people feel they have limited options or are under pressure at vulnerable times in their lives.

We believe preventing financial abuse starts with transparency, respect, clear communication, and ensuring individuals fully understand their choices and retain control over important decisions.

Preventing financial abuse is about helping create an environment where older Australians are treated fairly, supported to make informed decisions, and empowered to maintain their independence and dignity.

At Horizon Bank, we recognise the significant impact financial hardship and abuse can have on individuals and families.

As a bank that genuinely cares about the wellbeing and security of our customers, we are committed to providing strong support systems and safeguards.

Our team is trained to identify and assist those in vulnerable situations, and we continue to enhance our products, services, and education to ensure financial security for all.

We believe everyone deserves safe and fair banking, and we’re dedicated to making a positive difference.

At Iconic Wealth Mandurah, we know that money isn’t just about numbers — it’s about safety, independence, and dignity. That’s why we’re proud to join the Respect and Protect pledge.

As financial planners, we have a responsibility to be vigilant and compassionate. While we can’t always control how financial systems are used, we are committed to doing everything we can to help prevent our services from being weaponised for financial abuse.

We want every client to feel safe, heard, and supported. Taking this pledge is one way we’re standing up for respect, for protection, and for a future where financial abuse has no place.

At IMB Bank, we strive to provide banking that makes our members and communities better off – and we’ve been doing that for over 140 years. This commitment extends to supporting the safety and security of our members and taking a firm stand against financial abuse.

That’s why we previously took proactive steps to update the terms and conditions contained in our PDS, to explicitly address suspected financial abuse and ensure we are better equipped to intervene in situations where members may be experiencing financial abuse. At IMB we are also committed to supporting our members’ financial safety by providing regular information to our members regarding safe banking practises and the warning signs of financial abuse and how IMB may be able to help. We ensure that our customer facing staff receive regular and focussed training regarding financial abuse and the tools available to them to support our members.

We take our responsibility to support our members very seriously, and we are continuously looking for ways to support our members who have experienced or may be experiencing financial abuse. IMB is engaged in discussions amongst industry as to how we can continue to enhance the tools available to us to combat financial abuse.

“At ING, we believe that everyone deserves to feel safe and be in control of their finances.

We treat financial abuse as unacceptable account conduct, as we understand this serious form of violence can be deeply isolating and damaging.

When misuse of our products is identified, we take action to protect our customers.

We work closely with them to help restore access to their finances and put protective measures in place to support their recovery and financial independence.”

- Megan Green – Customer Advocate

As a mortgage broker, I have the privilege and responsibility of being part of one of the most significant financial decisions a person can make — buying a home, seeking financial security, or gaining independence. But I also understand that for too many, financial decisions can be controlled, manipulated, or weaponised by others.

That’s why I’ve taken the Respect & Protect pledge — to ensure that my services are never used to further financial or domestic abuse, and to be an active ally in creating safe pathways for those seeking freedom and security.

Financial abuse can be subtle and devastating. It may look like withholding access to money, manipulating loans, forcing someone into debt, or using property ownership to exert control. I am committed to recognising the signs, listening without judgment, and offering guidance that puts my clients' safety and autonomy first.

Whether people are starting over, escaping control, or rebuilding after loss, I will stand beside them with transparency, empathy, and practical support. Because everyone deserves financial freedom — and a future that feels like their own.

I cover financial abuse in my work as a financial educator.

Whenever I talk about financial and economic abuse - the stats, the signs, where to go for help - I always see a few flashes in the eyes of my some of my students.

A moment of recognition, perhaps even shock that they might be experiencing abuse.

We have to be loud and consistent in telling people about it so they know how to identify and respond, and we have to proactive in designing our work so we can prevent it, or at least not be party to financially someone abusing someone else.

I love the work this team is doing to make the process easy and visible, and hold everyone to account for being part of the solution. I am delighted to be able to support it in this small way.

MOVE Bank was established in 1968 with the mission of helping our members build stable financial futures. A key part of fulfilling this mission is ensuring that our products and services are never used to perpetrate any form of abuse.

To further this commitment, we have updated our conditions of use to explicitly state that any misuse of our products for financial or domestic abuse will not be tolerated. Those who engage in this behaviour have no place within our community.

We are continuously working to develop and update resources and procedures to better protect and empower our members. These steps reflect MOVE Bank’s ongoing dedication to creating safer and brighter futures for our community.

Mike Currie – Chief Executive Officer

Concerns about financial abuse remains one of the top reasons customers get in touch with our customer support team, NAB Assist. We’re taking a firm stand against financial abuse, and we aren’t resting there. We’re working with other banks to help develop a consistent approach across the industry.

Read more

Domestic and family violence poses serious risks to the wellbeing of customers and staff. North East Water pledge to Respect and Protect anyone experiencing such violence.
Essential service providers must never be used to enable financial abuse.
Financial abuse can cause long term harm, including economic hardship, damaged credit, reduced access to services, and emotional distress. North East Water will actively identify and respond to financial abuse to protect affected customers and support their recovery.

Domestic and family violence in Australia is a whole of society problem, and Optus is determined to play its part in standing up for victims of abuse and empowering them to stay connected and protected as they navigate difficult circumstances. We have recently outlined our commitments in our DFV Action Plan shared with the industry via our partnership with Telco Together. Our updated terms and conditions underscore this commitment to protect those impacted by domestic and family violence through practical support from our Service and Specialist Care teams, and also by the work we are doing to ensure our products and services meet the needs of our vulnerable customers.

Maurice McCarthy, Managing Director, Customer Success, OPTUS.

As part of the research we completed to inform our Environmental, Social & Governance (ESG) Strategy, we identified that the prevention of Family and Domestic Violence (FDV) was of high importance to our surveyed members and staff.

As a customer-owned bank, we believe we have a part to play in the prevention of FDV, as well as assisting and supporting our members when FDV is identified to help them leave abusive situations and get back on their feet. We have recently formed an internal working group to work through a number of areas where we think we can enhance the support offered to our members.

As part of this working group, we have recently updated our Online Services Terms and Conditions and Savings Account and Account Access Terms and Conditions to highlight zero tolerance for financial abuse.

The 'Financial Abuse' section added to our T&Cs aims to protect vulnerable people by prohibiting the misuse of accounts or services for financial abuse, unlawful activities, offensive behaviour, threats, harassment, or control. This section clearly outlines these behaviours as inappropriate and unacceptable, allowing us to reasonably exercise our rights and take actions such as suspending, cancelling, or denying access to accounts, cards, or services, or delaying, blocking, or refusing transactions to protect members or others from financial abuse or inappropriate behaviour.

P&N Group

People First Bank (Heritage Bank and People’s Choice Credit Union) recognises that domestic and family violence perpetrators may misuse banking services and products to cause harm, both emotional and financial. This misuse is often a hidden tactic in domestic and family violence situations. We understand the impacts these actions can have and have taken steps to update our terms and conditions, highlighting a zero-tolerance stance for this kind of misuse. Our banking services and products are no place for financial abuse or any other type of abuse.

QBE recognises the important responsibility we have in preventing our products being misused for the purpose of financial abuse with the intent to cause harm. QBE is taking steps to update our terms and conditions to state very clearly that using an insurance policy for any type of abuse is unacceptable.

Recoveriescorp's team is mainly powered by women.

We are committed to promoting and protecting the safety of women as the largest cohort impacted by financial abuse.

Abuse in any form won't be tollerated by us. Given our position, supporting industry to collect overdue payments, it's essential we live and breathe these values and encourage our clients to lead the way in this space as many have already done.

We have updated our future contracts to reflect these values but this is just the beginning.

Regional Australia Bank is committed to ensuring our financial products and services are never used to facilitate financial abuse.

Protecting our members and communities, particularly those who may be vulnerable, is a top priority for our organisation.

As part of this commitment, we have strengthened our processes to address the misuse of payment descriptions and transaction messaging.

Where behaviour indicating financial abuse is identified, we may take appropriate action, including restricting or declining transactions, to help prevent harm and safeguard those affected.

We condemn the perpetration of family violence in all its forms and recognise the connection between family violence and access to essential services. We’re committed to supporting customers affected by family violence and contributing to Victoria’s response to family violence.

We recognise the important responsibility we have in working together with government, corporate and the community sector to support those affected by family violence, to improve outcomes for customers and the community.

We will treat our customers unique situations with respect, empathy and sensitivity. In line with our Safety-First mindset, customer safety and wellbeing will always be our focus.

Suncorp acknowledges the impact financial abuse can have on our customers, including the misuse of financial products and service to cause harm.

Suncorp is taking steps to update our financial abuse and inappropriate behaviour terms and conditions to reflect that a bank account and an insurance policy is no place for financial or other types of abuse, and using them in this way can have serious impacts.

We want to provide a safe banking environment for all our customers and this extends to our products and services.

The NRMA was purpose-made to serve Australia, we recognise the significant role we play supporting our people, our members and the broader community. We are fully committed to supporting the collective effort to promote respect for women and protect against abuse.

We prioritise equipping our employees, members and customers with the essential knowledge, resources and training they need to stay safe, prevent financial abuse, and ensure our organisation is supporting those who need it.

We are proud to pledge our commitment to update our terms and conditions on our position against any form of abuse, ensuring that the NRMA remains a safe and supportive space for everyone.

Unity Bank recognises the important responsibility we have to our members, our employees and the communities in which we are part of. We’re always striving to make a positive impact and have implemented a number of people focused initiatives to support the vulnerable and those at risk. Unity Bank believes in the provision of fair, affordable, accessible and inclusive products and services. Terms and conditions have been updated to help combat financial abuse, with our staff trained to help identify the warning signs. Additional member education and support has been introduced through content aligned to hardship, financial abuse, accessibility and navigating challenging life events.

UNSW has scholars committed to understanding the impacts of technology-facilitated and financial abuse, and their research clearly demonstrates how devastating it can be. We believe that these forms of systems abuse should never be tolerated. It is important that our academic community show leadership against domestic and family violence. We’d urge every university to join with us in support of the respect and protect initiative.

Professor the Hon. Verity Firth AM, Vice-President Societal Impact, Equity and Engagement at the University of New South Wales

Family violence is unacceptable in any form. Everyone deserves to feel safe and respected in their relationships.

Our pledge to Respect and Protect aligns with our vision to go beyond water for strong communities.

As an essential services provider, we’re committed to supporting customers and employees experiencing family violence by:

• Reassuring victim-survivors that their water bill is the last thing they need worry about when they are trying to stay safe.
• Taking a zero-tolerance stance to perpetrators misusing our products and services to harm others.
• Continuing to strengthen our training, processes and systems to make sure we never knowingly collude with perpetrators.

An absolute passion of mine to ensure a light is shone on financial abuse and that financial advisers globally have the tools to be able to best respond to his insidious form of domestic violence.

- Amanda Cassar

Safety is not a word, it’s an action. This change puts would-be abusers on notice there are serious personal consequences for misusing the bank’s products and services, including warnings or in extreme cases, being exited from the bank.

Tiffiny Lewin, Head of Customer Excellence, Westpac

Family violence has a devastating impact on our community. As an essential service provider, we fully support the collective effort to promote respect for women prevent abuse and protect those affected by domestic and family violence.

As part of our pledge, we have strengthened our domestic and family violence policy to clearly state our zero tolerance approach to our processes, practices and services being misused to perpetrate harm.

We are focussed on creating a safe environment for our customers by:

• continually strengthening our operations to prevent the misuse of our services.
• Actively supporting customers and staff impacted by domestic and family violence, including ensuring our staff receive appropriate training and support.
• Collaborating on the long-term systemic change needed to build a future free from domestic and family violence.

This is a critical and ongoing responsibility and we are committed to being part of the solution. Together we can word towards a safer society for everyone.

At Zip, we believe in financial safety, dignity and respect for all our customers. By joining the Respect & Protect initiative, we are taking meaningful steps to ensure our products support positive financial wellbeing and that we continue to design and develop our financial products to increase financial safety.

– Soraya Alali, ANZ CEO

Zurich understands its important role in preventing financial abuse through the misuse of our products and services. Updating our terms and conditions is an important step in demonstrating our commitment to supporting victims of family & domestic violence and demonstrating that financial abuse is unacceptable.