Customers experiencing vulnerability
We recognise that customers may become vulnerable at some point in their lives. A vulnerable person is someone, who because of personal circumstances or the actions of others, is susceptible to harm, loss or disadvantage. Vulnerability can be temporary or ongoing and it may be gradual or sudden.
How we can help
We are committed to taking a flexible and inclusive approach to support our customers and employees who may be experiencing vulnerability.
For support regarding customer claims, you can contact the claims officer or the claims team on claims@passportcard.com.au. For all other concerns please contact our Customer Service team on 1300 123 413.
Professional support
There are a number of external support services available to anyone in Australia experiencing vulnerability. These services are free, and we encourage you to access these should you need professional support.
However, in an emergency if you are not feeling safe, you should always call 000
Relevant services that may be of support:
| Who | What | Contact | |
|---|---|---|---|
| Translating and interpreting Services (TIS) | Interpreting service provided by the department of Home Affairs for people who do not speak English and for agencies and businesses who need to communicate with their non-English speaking clients. *Costs involved | 131 450 | |
| National Relay Service | An Australia – wide telephone access service available to customers who are deaf or have a hearing or speech impediment | 1300 555 727 | |
| National Debt Helpline | Free confidential, independent financial advice | 1800 007 007 | |
| Financial Counselling | Financial counsellors are qualified professionals who can provide support, information and advocacy to people in financial difficulty | 1800 007 007 | |
| 1800 Respect | 24-hour hotline for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual abuse | 131 450 | |
| Emergency – Fire, Police Ambulance | Emergency Services | 000 | |
| Lifeline | Help for anyone across Australia experiencing a personal crisis or thinking about suicide | 1800 184 527 | |
| Beyond Blue | 24/7 support for anxiety, depression and suicide prevention | www.beyondblue.org.au |
Who
Translating and interpreting Services (TIS)
What
- Interpreting service provided by the department of Home Affairs for people who do not speak English and for agencies and businesses who need to communicate with their non-English speaking clients. *Costs involved
Contact
- 131 450
Who
National Relay Service
What
- An Australia – wide telephone access service available to customers who are deaf or have a hearing or speech impediment
Contact
- 1300 555 727
Who
National Debt Helpline
What
- Free confidential, independent financial advice
Contact
- 1800 007 007
Who
Financial Counselling
What
- Financial counsellors are qualified professionals who can provide support, information and advocacy to people in financial difficulty
Contact
- 1800 007 007
Who
1800 Respect
What
- 24-hour hotline for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual abuse
Contact
- 131 450
Who
Emergency – Fire, Police Ambulance
What
- Emergency Services
Contact
- 000
Who
Lifeline
What
- Help for anyone across Australia experiencing a personal crisis or thinking about suicide
Contact
- 1800 184 527
Who
Beyond Blue
What
- 24/7 support for anxiety, depression and suicide prevention
Contact
- www.beyondblue.org.au