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Our commitments

Family and domestic violence


AGL is committed to supporting the health, safety and wellbeing of its customers. AGL does not tolerate family and domestic violence.

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We’re here to support you

If there’s an immediate threat to your safety, call emergency 000.

What is family and domestic violence?

Family and domestic violence can take many forms and may be known as different things such as relationship violence or intimate partner violence.

Family and domestic violence is not limited to physical abuse. Other forms of family and domestic violence can include but are not limited to:

  • Economic or financial abuse: behaviour that is coercive, manipulative or unreasonably controls a person in a way that denies their personal or financial independence – often in a way that involves fear or intimidation, for example by coercing a person to hand over control of assets and income or forcing a person to put bills under their name and then not taking financial responsibility for them
  • Emotional or psychological abuse: behaviour that does not demonstrate respect for someone's feelings, opinions and experiences – for instance, name-calling or ridiculing someone, or threatening to institutionalise a person
  • Sexual abuse: any actual or threatened sexual contact without consent
  • Threatening or coercive behaviour, and/or 
  • Any other behaviour that controls or dominates you and causes you to fear for your safety or wellbeing, or that of someone else. For instance, isolating a person from their family or friends.

How we can help

Specialised Staff: Our staff have undergone specialised training to help understand, identify and respond to family and domestic violence in any form, in an educated and non-judgemental way. We will not ask you for proof when you call us and will work with you to keep your power on. Our first priority when you call will be to check whether you are calling from a safe place, your safety is our priority above all else

Account Security: If you tell us that you’re experiencing family and domestic violence, your account will be restricted from general staff access, and can only be accessed by specific, authorised team members on an as needs ‘basis. In general, we use multifactor authentication and we can assign a code word to your account to prevent unauthorised access by a perpetrator or third party.

External Support Services: We recognise everyone’s circumstances are different and you may require support for various services at different times. Listed below are some immediate and national support services to assist you. A more in-depth list including culturally relevant and state specific services can be found in the AGL’s Family and Domestic Violence Policy (PDF).

Support services

We’re here to support you

If there’s an immediate threat to your safety, call emergency 000.

1 Vic.gov.au. (2012). What is family & domestic violence, Better Health, viewed 13 November 2019, https://www.betterhealth.vic.gov.au/healthyliving/family-violence
2 Family & domestic Violence Resource Centre Victoria. (2013). What is family & domestic violence? Viewed 13 November 2019: https://www.dvrcv.org.au/about-us/relationship-violence

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