How do you help vulnerable members?

Jasmine Shillington Updated by Jasmine Shillington

Customer or member vulnerability refers to members who are in circumstances which may result in them having a higher risk of suffering loss, damage or harm when they interact with a financial institution. Vulnerability describes the circumstances someone is in, it does not define who they are.

People can move in and out of vulnerable circumstances and may experience more than one vulnerability factor at any one time such as domestic violence, financial abuse, homelessness, etc. We also acknowledge that those experiencing vulnerability are disproportionately targeted by scammers and fraudsters, which can further exacerbate their situation.

Our staff are trained to identify and help support our members within the Defence community who often suffer unique and often elevated risks of vulnerability due to circumstances arising during and post service.

If you experiencing any circumstances that is increasing your vulnerability including financial hardship, please contact us on 1300 13 23 28. We will work with you to help find solutions tailored to your needs.

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