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Support for domestic and family violence

Find help if you’re experiencing domestic and family violence, including financial abuse.

​​If there is an immediate threat to your safety call 000.​​

We’re here to help you

If you're experiencing family or domestic violence or financial or elder abuse, we encourage you to reach out to our Extra Care specialist team as early as possible. Our Extra Care specialist team will be able to discuss your circumstances with you and discuss how we can support you to safely manage your banking.

Reaching out is free and confidential. It won’t affect your banking with us and is a step towards getting the help you need. In some cases, with your permission, we may connect you with trusted referral partners to help you get the right support.

How we can help

We will take the time to understand your situation and determine appropriate support - all on a confidential basis. If there is an immediate threat to your safety, please call 000.  

Get Extra Care Specialist team support Monday to Friday, 8:00am to 7:00pm (AEST/AEDT)

Call 1300 311 593 

Financial Hardship assistance

If you find yourself experiencing financial difficulties due to your circumstances, you may want to consider applying for financial hardship. For further information visit our financial assistance and support page.

Free, independent and confidential financial counselling

Financial counsellors offer free, independent and confidential advice to help you better manage your money and get you back on track. 

A financial counsellor may be able to speak directly with us and other lenders on your behalf, so you don’t have to manage conversations with multiple banks or service providers yourself.

Visit National Debt Helpline.

What is domestic or family violence?​

Family violence refers to any behaviour that controls or dominates a family member in any way, or causes them to fear for their own, or another person's, safety or wellbeing. The family relationship can be between people of the same or opposite sex, a parent and a child, or siblings and other relatives. Domestic and family violence can include these types of abuse.

  • Using money to harm someone

This may include making someone ask for money or giving them an allowance, taking their money or forcing them to take out loans they don’t want or don’t know about, or not letting them know about or have access to family income.

  • Harming someone emotionally

This may include making someone feel bad about themselves, calling them names, making them think they’re ‘crazy’ and that the abuse is ‘normal’, humiliating them or making them feel guilty.

  • Causing psychological distress

This may include behaviour by a person towards another person that torments, intimidates, harasses or is offensive to the other person. It may include actions such as stalking.

  • Physical abuse

Physical assault occurs when a person uses physical violence and causes injury to another person’s body.

  • Unwanted sexual behaviour

Any kind of sexual activity that someone is forced, coerced or tricked into doing when they didn’t want to or there is no consent.

  • Verbal abuse

Verbal abuse can include yelling, swearing, demanding or ordering, threatening language, blackmail, constantly blaming a partner or manipulation.

  • Misusing spiritual or religious beliefs

When someone uses spiritual or religious beliefs to hurt, scare or control someone. It can involve someone or their children being forced to participate in spiritual or religious practices or refusing to allow them to participate in their own spiritual or religious practices.

What is financial abuse?​

Financial abuse is where an abuser uses money or finances to control the other person. The most common forms of financial abuse include:

  • Someone being forced to take on debt they don’t want.​
  • Withholding or threatening to withhold a reasonable amount of money (for example, what’s needed to run the household).​
  • Stopping access to money so the other person can’t leave the relationship.​
  • Transferring a property or other assets out of the person’s name.​
  • Trying to ruin a person’s credit rating by not paying debts.

​Financial abuse is a crime in most states of Australia. The Australian Government’s MoneySmart website has a range of information about financial abuse and how to get support. ​​

We have zero tolerance of financial abuse​

  • We aim to protect you from financial abuse carried out on your personal accounts or through our electronic channels.​
  • If we identify (or are made aware of) unacceptable account conduct, we’ll investigate and act.​
  • We’ll reasonably exercise our rights under the account agreement if we believe we need to protect you or another person from financial abuse.​
  • We may suspend, cancel or deny an account holder access to a product or its features.

If you’re concerned about your financial safety, call our dedicated team on 1300 311 593 Monday to Friday, 8:00am to 7:00pm (AEST/AEDT).

How to keep your finances safe

If you’re experiencing financial abuse there are ways to keep your finances safe. Before taking any of these steps consider your personal safety and have a safety plan ready.

If you contact us, we’ll treat any information that you give us about your situation confidentially. Domestic and family violence is a very complex and personal issue, and it takes a lot for someone to disclose their situation. We want to support you through this difficult experience.

If you have particular concerns about your privacy let us know and we can put extra security on your accounts.

Protecting your finances while you’re in the relationship

There are many financial things to consider when you're in a relationship where family violence exists. It’s best to talk to a specialist family violence worker about your options and what steps you should take.

Protecting your finances when you leave the relationship

It can be hard to know where to start when leaving a violent relationship. Here are some tips for taking control of your financial situation:

  • Change your PIN and Account passwords.
  • If you’ve changed addresses, notify us of your new address. We’ll keep this information confidential. If you’re staying somewhere short-term or have a temporary address, consider changing your mailing address to a trusted family member or friend, or requesting online statements.
  • If you haven't already, set up a transaction account in your own name. When it’s safe to do so, you can use this account to save money and direct your salary and government payments to this account.

Some important information to know about our credit cards

What you need to know:

  • Qantas Money Credit Cards are not joint credit cards.
  • Qantas Money Credit Cards have one account holder (also called the Primary Cardholder), and this person is liable for all charges on the account.
  • There may be an Additional Cardholder who is authorised by the account holder (Primary Cardholder) to use a secondary card, but the secondary cardholder is not liable for the debt on this card.

If you’re the primary cardholder and would like to cancel a secondary card, contact us. You’ll remain responsible for any transactions made by a secondary cardholder until you advise us that you want to cancel the secondary card.

External support for domestic and family violence

There are many organisations that can help you if you are experiencing family or domestic violence.

If there is an immediate threat to your safety call 000.

  • 1800RESPECT - 1800Respect exists to support anyone at risk of or impacted by sexual assault, domestic or family violence. For 24/7 confidential support, counselling and information call 1800 737 732. They can also direct you to local support services
  • Relationships Australia - Community based, not-for-profit organisation that provides relationship support services for all people in Australia. The organisation focuses on counselling, dispute resolution and supporting people in building positive and respectful relationships.
  • Lifeline - Lifeline is a national charity that provides all Australians experiencing a personal crisis with access to 24-hour crisis support and suicide prevention services. For crisis support call 13 11 14.
  • Ask Izzy - Ask Izzy is an A-Z directory of community support services. These include emergency housing, meals, money, legal advice, domestic and family violence support and more.
  • Centre for Women’s Economic Safety (CWES) - The Centre for Women’s Economic Safety (CWES) support women experiencing, at risk of experiencing, or recovering from financial abuse in the context of domestic and family violence.
  • National Elder Abuse Helpline - If you or someone you know may be at risk of, or experiencing elder abuse, call the National Elder Abuse Helpline on 1800 ELDERHelp (1800 353 374).
  • MensLine Australia - A free service offering national telephone and online support, information and referrals for men with family and relationship concerns. Call 1300 789 978.
  • No to Violence’s Men’s Referral Service - This service provides confidential counselling online, over the phone or via live chat. Call 1300 766 491 24 hours, 7 days a week

Support close to you

Victoria

  • Safe Steps - The Safe Steps response phone line connect women and their children with specialist support workers who can help them explore options.
  • In Touch - In Touch have case managers that work with multicultural communities and refugee women who have experienced family violence and need assistance to recover.

New South Wales

  • NSW Domestic Violence Line - This service is for female and female identifying, that provides counsellor support and get you connected to legal service, emergency accommodation and other tailored support.

Queensland

  • Domestic Violence WomensLine - Womensline offers free, specialist crisis counselling, as well as information, referrals and support to people living with domestic and family violence.
  • Domestic Violence MensLine - Confidential telephone crisis counselling, referral and support service for men living in Queensland.

South Australia

  • Victim Support Service - Provides free and confidential help to adult victims of crime, witnesses, their family, and friends across South Australia.
  • Domestic Violence Crisis Line - Supports women and children who are experiencing and/or escaping domestic and family violence. Can support with facilitating access to safe accommodation. Counselling (on the phone and face to face) and other support services and resources.

Tasmania

  • Safe at Home Family Violence Referral Line
    Provides a range of services working together to protect and support victims of family violence, including young people and children, while making offenders responsible for their behaviour.
  • DHHS Family Violence Counselling
    Offers free, confidential and specialised services to assist children, young people and adults affected by family violence.

Australian Capital Territory

Provide tailored support such as emergency and long-term support, advice and connecting you to relevant resources and services.

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