Supporting Vulnerability

Our Commitment

Corporate Services Network is committed to our Clients approach in their support of claimants who may be experiencing vulnerability at various stages of their lives. This vulnerability may result from life events, such as an illness, natural disaster or loss of income. Other factors may be longer term – such as a disability or financial distress.

Where we recognise a claimant is experiencing vulnerability, we will treat them with sensitivity, dignity, respect and compassion. A sensitive and holistic approach to supporting claimants allows them to continue to participate in the claims process and finalise their claim with minimal distress.

We encourage claimants who may be experiencing vulnerability to tell us about their circumstances, so we can work together to identify the best avenues for support. This may require an escalation to a specialised support team or person, or provision of information on additional support services where their requirements exceed our ability to support them.

Family and Domestic Violence

Corporate Services Network recognises the importance of appropriate and sensitive claims handling for our staff interacting with any person affected by domestic or family violence.

Our staff who may come into contact with claimants experiencing domestic or family violence will receive ongoing training to ensure they:

• Can recognise early warning signs from a claimant
• Can act in a manner which ensures appropriate and sensitive claims handling
• Can refer the claimant to relevant support services
• Outline the process for applying for financial hardship
• Ensure the protection of private and confidential information

For more information please see our Claimants Experiencing Domestic and Family Violence Policy here.

Financial Hardship

Corporate Services Network recognises that claimants may experience financial hardship for numerous reasons, including as a result of domestic and family violence. If a claimant discloses to us or we identify that a claimant may be experiencing financial hardship we will:

• Outline the process for applying for financial hardship
• Fast-track the financial hardship application process
• Minimise the information and documents that claimants are required to provide (where appropriate)
• Refer the claimant to the National Debt Helpline (1800 007 007) for further financial assistance
• Fast tracking assessment and settlement of claims where possible. For more information please see our Claimants Experiencing Domestic and Family Violence Policy here.

Language and Communication Support

National Relay Service

Corporate Services Network welcomes calls through the National Relay Service.

For more information, visit the NRS website www.communications.gov.au to choose your preferred access point or call the NRS Helpdesk on 1800 555 660.

Translating and Interpreting Service

The Translating and Interpreting Service (TIS National) is an interpreting service providing services to non-English speaking Australian citizens and permanent residents.

1. Call TIS National on 131 450
2. An automated prompt will ask you which language you need. Please state the language you require
3. Once connected with an interpreter in your language, please provide your name, advise you wish to speak with Corporate Services Network and provide them with the contact number for your claims consultant
4. Stay on the line while the operator connects you and the interpreter through to Corporate Services Network

Support Resources

If you need support or guidance, you can reach out to these services:

1800 RESPECT
National 24-hour Domestic & Family Violence and Sexual Assault Line 1800 737 732
1800respect.org.au

MENSLINE
24/7 support, information and referral service for men with family and relationship issues 1300 789 978
mensline.org.au

Lifeline
24/7 counselling & referral service for people in a crisis situation 13 11 14
lifeline.org.au

Beyond Blue
24/7 support to people experiencing anxiety or depression 1300 224 636
beyondblue.org.au

National Debt Hotline
A free, confidential financial counselling service to assist people in financial difficulty
1800 007 007
ndh.org.au

National Association of Community Legal Centres
naclc.org.au
An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs.