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1 About This Policy

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This guide only relates to debts purchased by us under a Notice of Assignment. All other debts  managed by us are subject to our client's own policy.

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2 What Is a Vulnerable Person?

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​We define a vulnerable person(s) as someone who is exposed and susceptible to harm or loss. This may be temporary, sporadic or a permanent situation. We want to ensure that people identified as vulnerable are treated with empathy, understanding, sympathy, sensitivity, compassion and respect.

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3 Are You Vulnerable?

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You may not realise it, but you may be vulnerable if you are experiencing one or more of the following circumstances:

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• you have a mental or physical illness and / or disability

• you have experienced or are experiencing domestic or family violence

• you are elderly

• you have recently suffered a close family tragedy

• you have been subject to financial abuse

• you come from a culturally or linguistically diverse background

• have a low financial literacy

• you reside in a remote area

• you have recently been impacted by a natural disaster

• have suffered an addiction or have other behavioural challenges

• there are other factors contributing to significant detriment

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4 What We Can Do To Assist You

 

Where you, your authorised representative or a member of our team identify you as being a vulnerable person we will provide you with a number of options including:

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• providing a moratorium on payments, interest, fees and charges (where applicable)

• deferring collection action for a period of time

• advising our client that we have identified you as a vulnerable person

• referring you to relevant support services

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5 Meeting Your Needs

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We take social responsibility seriously and will make every attempt to meet your needs during this difficult period.

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Please indicate to us:

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• if you have a particular preference for communication

• if you have a preferred time for communication that is more convenient to your situation

• if you are unsure of something or require clarification

• if you would like your account manager by another account manager

• if there are thoughts of inflicting self-harm

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6 Support Services Are Available

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If you are experiencing difficulties in managing your debt or your personal circumstances, these services may be able to assist you: