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Support for customers affected by family violence

We take family violence seriously.

If you’re in immediate danger, call 000. 

We have zero tolerance for our services being misused to cause harm. 

Your safety and wellbeing always come first. If family violence is affecting you, we will believe you, treat you with respect, and support you. 

YVW is committed to supporting victim survivors of family violence, with a dedicated team of trained specialists in our WaterCare Support Team. 

This policy was developed in consultation with family violence specialists and people with lived experience of family violence. 

Family violence includes behaviour that makes someone feel unsafe, afraid or controlled. This can include physical, emotional, psychological or financial abuse. 

For more information visit Safe and Equal. 

We are here for you 

Family violence can happen to anyone and in any type of relationship. 

However, women and children are disproportionately affected. People experiencing hardship, discrimination or inequality may face greater risk and barriers to support. 

This policy applies to all customers, whether or not you choose to - or are able to -tell us about what’s happening for you. 

If you do tell us, we can provide additional support and protections.

We will: 

  • Believe you 
  • Treat you with care, respect and understanding. 
  • Listen without judgement and take your situation seriously. Minimise the need for you to repeat information about your circumstance. If more information is needed, we will explain why we need this and only request information to provide safety and support. 
  • Keep your information private and confidential. 
  • Help protect your account and personal details. 
  • Work with you to reduce financial stress linked to your water account. 

Help with your water account 

While we’re working together, we can offer practical support, including:

  • Flexible payment options based on your situation. 
  • Help with debt caused by family violence. 
  • Referrals to financial help, including Utility Relief Grants if eligible.

While we're supporting you, we will not: 

  • Reduce your water flow.
  • Refer your debt to a third party. 

You will not need to provide evidence to prove your experience.

Protecting your privacy and safety 

Your privacy matters. 

  • We keep your information private and secure, in line with our Privacy Policy 
  • If you tell us you’re experiencing family violence, we will offer to put extra account protections in place 
  • We can add extra privacy controls such as locking down your account if needed, with trained staff directly supporting you.

Getting extra support 

We work with specialist community services that support people affected by family violence.  If you want, we can help connect you to support services for short‑term or ongoing help. A list of expert support services is available in the full version of our policy. 

How to contact us 

You can contact our specially trained WaterCare Support Team:

  • Phone: 1800 637 716
  • Hours: 8 am – 5 pm, Monday – Friday 

If it’s difficult to call, you can ask us to contact you instead through our callback request form. This form is monitored between 8am – 5pm, Monday – Friday.

It’s important that customers can talk to us in the way they prefer. Customers who are Deaf or hard of hearing can access: 

Customers who would like to speak to us in a language other than English can: 

  • Call our free interpreter service on 9046 4173: Monday to Friday, 8:30 am – 5 pm. 
  • Access translated information on the services we provide in 23 languages. View translations online. 
  • Call 1800 637 316 to request a copy of this policy in another language. 

Further assistance

Other ways to access this policy

Download Family Violence Policy (PDF, 233 KB)

Download Family Violence Policy [accessible] (Word, 175 KB)

Download support for People Experience Family Violence brochure (PDF, 812 KB)

Access translated information on the services we provide in 23 languages. View translations online.