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VicWater Submission – ESC Family Violence Code

During February 2017, the ESC published a set of proposed amendments to water customer service codes. The codes have been developed in response to recommendations within the 2016 Royal Commission into Family Violence (here).

The proposed code changes require water businesses to develop and implement family violence policies which, as a minimum, provide for: (1) training and support for frontline staff dealing with customers affected by family violence, (2) ensuring against the disclosure of private and confidential customer information to perpetrators, (3) access to existing payment difficulty programs provided by businesses, (4) minimising the need for customers to repeatedly tell their story to different staff, and (5) referring customers to appropriate support services.

Submission – ESC proposed customer service code changes – domestic violence – 17 Mar 2017