Better practice in responding to family violence

Businesses should make clear to their customers what assistance is available to them if they’re affected by family violence. Publishing a family violence policy on a website is a good first step, but it’s more effective when accompanied by clear and accessible information about how the business can help, why they’re committed to responding to family violence and what will happen when a customer asks for help.

Our research on customer experiences of the family violence provisions in water businesses found that customers are not always aware of the assistance available to them if they’re experiencing family violence. Most counsellors and advocates said their believed clients didn’t know support was available before working with the counsellor, and the quality of information on a business’s website was a key factor in customer awareness.

“I think the main thing is about access, how clients find out about what’s available. And ensuring that if they know what’s available, they’re able to access it.” – Family violence service provider

Information needs to be easily found by a customer through the website’s navigation and search functionalities, and through other forms of communication. It should also sit alongside a list of external specialist support services. When victim-survivors understand their options and what will happen once they seek assistance, they feel empowered – an important part of supporting them to manage and overcome the effects of family violence.

North East Water has a dedicated page with information about the support it offers and a list of external support services developed with input from a local family violence service. NAB has a section of its website dedicated to its work on family violence, including support options for customers and how it helps its employees. It also includes articles on issues like community attitudes towards violence and people who use violence.