Vulnerable Persons

For members who need extra support.

We know that some members may be going through difficult situations that are often unexpected and can leave you feeling vulnerable. This might be grieving a loved one, separating from a partner, mental health, financial difficulty, dealing with addiction, disability or financial abuse. Navigating your banking needs at this time can be a challenge, so we understand that having someone to offer guidance and provide some additional banking assistance in these challenging times can make a difference.

It’s always good to have a helping hand in times of need. If you identify with any of the below you can reach out to the list of external support agencies who may be able to assist you.

Important ! Call 000 if you or someone you know is in danger.

If you are still experiencing difficulties, please refer to our Police Bank Vulnerable Person Policy.

Some members may be experiencing vulnerability due to a number of different factors. These factors include but are not limited to:

  • Vulnerability due to educational limitations
  • Vulnerability due to language difficulties
  • Vulnerability due to health- including but not limited to mental health issues
  • Vulnerability due to inexperience with financial products
  • Vulnerability relating to domestic violence or family breakdown
  • Vulnerability arising from reduced decision-making capacity
  • Vulnerability due to age- elder financial abuse or age related impairment
  • Vulnerability due to personal circumstances- job loss, accident, sudden illness, divorce, addiction, death of a close relative etc.
Please see below some further explanations of the above categories that may assist you, together with a list of support agencies that may be able to offer you assistance or further guidance with your particular circumstances.

Domestic and Family Violence

The National Domestic Family and Sexual Violence Counselling Service defines Domestic and Family violence as either a partner in a relationship or a family member makes you feel unsafe and is a repeated pattern of behaviour. It can involve behaviour that makes you feel scared, controlled and can include both physical and non-physical abuse.

External Support Agencies

Mental Health

Headspace provides signs and symptoms of mental health difficulties that include but not limited to:

  • Not enjoying , or not wanting to be involved in things that you would normally enjoy.
  • Changes in appetite or sleeping patterns.
  • Feeling sad or “down” or crying more often.
  • Being easily irritated or having problems with friends and family for no reason.
  • Finding that you aren’t performing at work like you used to.
  • Being involved in risky behaviour that you would usually avoid, like taking drugs or drinking too much alcohol, or depending on these substances to feel “normal”.
  • Having trouble concentrating or remembering things.
  • Having negative, distressing, bizarre or unusual thoughts.
  • Feeling unusually stressed or worried.
  • Feeling things have changed or aren’t quite right.

External Support Agencies

Financial Difficulty

My Gov defines people who are facing financial hardship. You may be facing financial difficulty if you are experiencing difficulty repaying loans, going through a separation, having trouble managing your money, debt, or those who you owe money to. You may need assistance in accessing a detailed assessment of your financial circumstances and how we may be able to help.

External Support Agencies

Bereavement

When dealing with the loss of a loved one, we understand some people may need assistance on getting help to pay for funeral costs, deceased estate bank accounts, superannuation, closing of accounts, release of funds and living expenses. Its an important time to focus on the ones you love and be with family so we would like to make this process as seamless as possible.

External Support Agencies

Elders and Financial Abuse

For some of us , the older we get, the more we become dependent on others. In dealing with our finances this may mean assistance with paying bills, making transfers, internet banking and Will arrangements. It is sometimes the case where we may feel that persons assisting us are not acting in our best interests or taking advantage of our vulnerabilities for their personal gain.

External Support Agencies

Addiction

Addiction can often stem from trauma, a way of dealing with negative circumstances or not having a support system or resources around you to harness your emotions into something healthy. This can either be drug or alcohol abuse and gambling. This can effect your finances and leave you feeling vulnerable.

External Support Agencies

Disability

Financial abuse for a disabled person can involve the misuse of their money or property without their consent, knowledge or understanding. Please visit The National Disability Insurance Scheme (NDIS) which aims to help people get access to disability funding.

External Support Agencies

Support with filing a Complaint

If you or another member is experiencing vulnerability or require assistance with lodging a complaint, please contact us through the following options:

  • Face to Face support – Please visit a branch closest to you and speak to our staff who will be able to assist you in lodging your complaint.
  • Telephone support – Please contact 132 267 and request assistance with lodging your complaint or visit our Contact Us page and fill in the enquiry form if you’re not comfortable speaking over the phone.

*Disclaimer: Border Bank does not facilitate or provide services on behalf of the external support agencies listed above. We also do not endorse or take responsibility or liability for the advice provided by any of these agencies or organisations.