Family Violence Policy

Updated Date: 1 March 2026

1. Purpose

Fig Energy is committed to supporting customers experiencing family and domestic violence by providing safe, respectful, confidential, and flexible assistance.

We recognise that family violence can significantly impact a person’s safety, wellbeing, and financial circumstances. Our priority is to ensure affected customers can access our services safely and receive appropriate support.

2. Scope

This Policy applies to employees and customers identified by themselves, Fig Energy, or notified to Fig Energy by an independent financial counsellor or case worker as individuals who are affected by, or at risk of, family violence.

3. Definition of Family Violence

Family violence refers to behaviour by a person towards a family member that is:

Physically or sexually abusive
Emotionally or psychologically abusive
Economically abusive
Threatening, coercive, or controlling

It may also include behaviour that causes a child to witness or be exposed to such conduct.

4. Our Commitment

Fig Energy will:

Treat customers with respect, sensitivity, and without judgement
Prioritise customer safety and confidentiality
Provide flexible and tailored support
Minimise the need for repeated disclosures
Accept customer statements at face value without requiring evidence (except in limited circumstances)

5. Accessing Support

Customers can contact Fig Energy to access support through safe communication channels.

We will:

Work with customers to determine their preferred method of communication
Respect and follow that communication method
Allow authorised representatives (e.g., financial counsellors) to act on behalf of the customer with consent

6. Assistance We Provide

6.1 Account Security and Privacy

We will:

Keep all personal and account information confidential
Not disclose information without customer consent
Apply account flags to prevent unauthorised disclosure
Offer additional security measures (e.g., passwords)
Record and adhere to preferred communication methods

6.2 Customer Service

We will:

Ensure customers only need to disclose their situation once
Maintain internal records to support consistent service
Provide respectful, empathetic, and sensitive engagement

6.3 Debt Management and Financial Assistance

Fig Energy recognises that family violence may lead to financial difficulty.

We will:

Offer flexible payment arrangements
Consider the impact of any debt recovery action
Review joint accounts carefully and fairly
Offer options such as account separation where appropriate
Provide access to hardship and payment assistance programs

We will not pursue disconnection or recovery action while a customer is receiving support under this policy.

7. Employee Training

Fig Energy will ensure relevant staff are trained to:

Understand family violence and its impacts
Identify and respond appropriately to affected customers
Apply this policy effectively

We adopt a Recognise, Respond, Refer approach to supporting customers.

8. External Support

Fig Energy recognises that specialist services play a critical role in supporting people affected by family violence. With customer consent, we may refer customers to appropriate external support services.

Customers can access support through the following services:

Emergency Assistance

Call 000 if you are in immediate danger

Domestic Family Support Services

1800RESPECT (1800 737 732) – National sexual assault and family violence counselling service
Lifeline (13 11 14) – Crisis support and suicide prevention
Kids Helpline (1800 55 1800) – Support for children and young people
Relationships Australia (1300 364 277) – offer support groups for both abusive and abused partners.
Aboriginal Family Domestic Violence Hotline (1800 019 123) – provide dedicated assistance for Aboriginal people, including those affected by Family
Safe Steps (1800 015 188) – specialise in providing support to all people who may be affected by family violence

State Government Support Services

Victoria – www.vic.gov.au/connect-with-us
New South Wales (1800 656 463)
South Australia (1800 800 098)
Queensland (1800 811 811)

Financial and Practical Support

National Debt Helpline (1800 007 007) – Free financial counselling
Services Australia – Crisis payments and financial assistance
Victorian Utility Relief Grant Scheme (URGS) – Help with utility bills

Customers can also visit government websites such as:

Fig Energy will provide referrals in a safe, respectful, and appropriate manner based on individual circumstances.

9. Evidence Requirements

We will not require customers to provide evidence to access support under this policy, except where necessary for specific processes and where it is safe and appropriate to do so.

10. Review

This policy will be reviewed regularly and updated as required to ensure it remains effective and compliant with regulatory requirements.

11. Contact

Customers can contact Fig Energy via:

Phone: 1300 919 650
Email: info@figenergy.com.au
Language assistance is available, call 131 450