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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.​​

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. This coercive control or domination can be seen in behaviours including:​​

  • Financial - 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. Not letting them know about or have access to family income.​
  • Emotional - Making someone feel bad about themselves. Calling them names. Making them think they’re ‘crazy’ and that the abuse is ‘normal’. Humiliating them. Making them feel guilty.​
  • Psychological - Behaviour by a person towards another person that torments, intimidates, harasses or is offensive to the other person (Source).​
  • Physical - A physical assault occurs when a person uses physical violence and causes injury to another person’s body (Source). ​
  • Sexual - Any kind of sexual activity that someone is forced, coerced or tricked into doing when they didn’t want to (Source).​
  • Spiritual - 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 (Source).​
  • Verbal – Verbal abuse can include yelling, swearing, demanding or ordering, threatening language, blackmail, constantly blaming a partner and manipulation (Source).​

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.

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.

Support services

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

The National Sexual Assault Domestic Violence Counselling Service offers confidential online and telephone counselling, information and referral services.

Visit 1800RESPECT or call 1800 737 732, 24 hours, 7 days a week.

Lifeline

Lifeline provides Australians experiencing a personal crisis with 24-hour crisis support and suicide prevention services.

Visit Lifeline or call 13 11 14.

National Association of Community Legal Centres

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.

Visit National Association of Community Legal Centres.

MensLine Australia

A free service offering national telephone and online support, information and referrals for men with family and relationship concerns.

Visit MensLine Australia or call 1300 789 978.

No to Violence Men’s Referral Service

This service provides confidential counselling online, over the phone or via live chat.

Visit No to Violence's Men's Referral Service, call 1300 766 491 or use Live Chat.

For help with missed payments

1300 715 397

Mon - Fri 8am – 8pm and Sat 9am – 1pm

Please contact us as soon as possible if you think you might miss a credit card payment, so we can work with you to find a solution.

For Financial Difficulty Assistance

1800 288 496

Mon - Fri 8am – 8pm and Sat 9am – 1pm

customer.care@creditcards.qantasmoney.com

Please contact us for financial assistance if your circumstances have changed and you’re experiencing financial difficulty.

For Indigenous Customer Support

1800 940 948

Mon-Fri 8am - 7pm

Please contact our dedicated customer service line for Aboriginal and Torres Strait Islander customers, particularly those living in remote locations.

For Specialised Support

1300 311 593

Mon-Fri 8am - 7pm

Please contact our dedicated customer support team if you're experiencing a vulnerability, including domestic and family violence, elder or financial abuse.

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