Supporting Vulnerable Customers

Anyone can find themselves in a vulnerable situation, sometimes temporarily and sometimes without it being obvious. Merion is committed to recognising vulnerability and responding with care, flexibility and respect.

Circumstances we recognise

Vulnerability can arise from many situations, including serious illness or a mental health condition, disability, age, financial hardship, family or domestic violence, the recent loss of a loved one, language or literacy barriers, or a natural disaster. This list is not exhaustive, and we take each person as we find them.

How we respond

• we listen, and we adjust how and when we communicate to suit your circumstances;
• we can deal with a support person, advocate or financial counsellor you nominate;
• we consider tailored payment arrangements and pauses where appropriate;
• we handle sensitive information carefully and only record what is necessary.

Family and domestic violence

We treat family and domestic violence with particular sensitivity and confidentiality, including taking care that our contact does not compromise a person’s safety. If this affects you, please tell us so we can respond appropriately.

Free support services

• 1800RESPECT — national family, domestic and sexual violence counselling: 1800 737 732 or 1800respect.org.au.
• Lifeline — 24-hour crisis support: 13 11 14.
• National Debt Helpline — free financial counselling: 1800 007 007.

If you would like extra support in dealing with us, simply let us know — there is no need to go into more detail than you are comfortable sharing.