Vulnerable member support

Members needing Support

We are committed to supporting our members, especially those who may be vulnerable and
protecting them from financial abuse. Vulnerability can happen to any one of us, in all sorts of
ways and at different times in our lives, including:

• loss of employment
• grieving for a loved one
• health conditions
• addiction
• going through a separation
• domestic violence
• natural disasters
• advanced age conditions such as dementia or cognitive decline
• language or literacy barriers which can make it difficult to understand financial
  products or spot suspicious activity
• not confident with banking products and services
• financial abuse or experiencing undue influence, coercion, or abuse, including elder
  abuse

What is financial abuse

Financial abuse happens when someone takes control of your money or uses it without your
permission. It can affect anyone, but vulnerable individuals may be at greater risk. This could
mean stopping you from accessing your own money, pressuring you to make financial
choices, or spending your money for their own benefit.

It can be part of family or domestic violence, and often goes hand-in-hand with other types of
abuse like emotional, physical, or sexual abuse. Financial abuse can happen at any time in a
relationship and can make you feel scared, alone, or anxious.

Older people are especially at risk. This is called elder abuse. It can happen when someone
you trust, like a family member, friend, or carer, takes advantage of you. Sometimes, people
misuse legal documents like a Power of Attorney (POA) to take control of your money
without acting in your best interest.

Financial abuse is never your fault. The person causing harm could be someone close to
you, but that doesn’t make it okay. Help is available, and you deserve to feel safe and in
control of your finances.

Signs of financial abuse

Financial abuse is often hard to recognise. It can be different depending on your specific
circumstances.

It might involve someone:

• restricting your access to bank accounts, credit cards or cash
• pressuring you to ask permission to spend your own money
• using or accessing your money without your consent
• withdrawing or transferring large amounts of money from a joint bank account
• refusing to contribute to shared costs or child support
• misusing a power of attorney and acting against your interests
• pressuring you to sign documents, take on a debt or change your will
• making you feel guilty, foolish or afraid about how you manage your money
• taking your name off accounts without your knowledge or agreement
• using your phone or internet logins to apply for loans or services in your name, without your knowledge or agreement
• taking advantage of the sharing of resources in families and communities
• coercing you into being appointed as co-director or sole director of a company without decision-making power or access to financial information
• controlling or limiting your ability to work and earn income, or get support

We’re here to Support You

If you are experiencing financial abuse or facing vulnerability, please contact us.
We’re here to help.

Our team are trained to support members experiencing vulnerability and recognise signs of
financial abuse, including situations involving undue influence, misuse of Power of Attorney,
or coercion. We take these matters seriously and respond with discretion, respect, and a
commitment to protecting your financial wellbeing.

We understand the importance of discretion and confidentiality for all our members.
If you are having trouble with loan repayments, contact us about financial hardship
assistance.

External Support Services

If you are experiencing vulnerability or financial abuse, the following resources may provide
guidance and support

Financial hardship and financial literacy

National Debt Helpline
1800 007 007
Provides free financial counselling help people with debt problems

Money Smart
Has tools to help you manage your money, plan, invest, or pay off debt

Australian Government – Financial Information Services
A free service that can inform and educate you about financial matters

Domestic violence

1800RESPECT
1800 737 732 or text 0458 737 732 or online chat via website
A free and confidential service for family and domestic violence support

No to Violence
1300 766 491
Confidential counselling service for men who want to change their behaviour

Good Shepherd
1300 050 150
Free, confidential, ongoing support for people who have experienced financial abuse
to feel more confident with money and plan for the future

AskIzzy
A website that connects people in need with housing, a meal, money help, family
violence support, counselling and much more

Older Australians

Elder abuse helpline for support services
1800 ELDERHelp
1800 353 374
Phone line automatically redirects callers seeking information and advice on elder
abuse with the relevant service in their state or territory

Older Persons Advocacy Network
1800 700 600
8am to 8pm, Monday to Friday
This number redirects you to the Older Persons Advocacy Network organisation in
your state or territory

Compass
Find an elder abuse specialist organisation in your state or territory (under the ‘Find
Help’ tab)

Family & relationships

Relationships Australia
1300 364 277
Offers various relationship support services to individuals, families and communities

Better Place Australia
1800 639 523
Offers various support services for family related issues

Family Violence Law Help
Provides advice on domestic and family violence and the law in Australia

Mental health

Beyond Blue
1300 224 636
Offers mental health support

Lifeline
13 11 14
Crisis support and suicide prevention service

MensLine Australia
1300 78 99 78
Online and phone counselling support for men

Cultural factors

Translating and Interpreting Service (TIS)
131 450
Provides an interpreting service for people who do not speak English and for
agencies and businesses that need to communicate with their non-English speaking
clients.

Bereavement

Grief Australia
1800 642 066
Provides details of counselling and support services available for grieving
Australians.

Disability

Disability Gateway
1800 643 787
Provides information and services to help people with disability (and their carers) find
support.

National Relay Service (NRS)
1800 555 660
Helps you if you’re deaf or find it hard to hear or speak to people on the phone.
Natural disaster

Australian State Emergency Services (SES)
132 500
Provides assistance to many emergency situations including flood, storm, bush
search and rescue, and gives relief to those impacted.

Australian Government Emergency Information Line
180 22 66
Help for people directly affected by a natural disaster event, such as fire, storms, or
floods, in disaster-declared areas.

Addiction

Family Drug Support
1300 368 186
Assists families to deal with alcohol and drug-related issues

Counselling Online
A free and confidential service that provides support to people across Australia
affected by alcohol or drug use.

Gambling Help Online
1800 858 858
Counselling, information and support for individuals, partners, and families affected
by gambling.