A new code of practice requiring water service providers to support and protect customers affected by family violence has been launched jointly by the Ministers for Water, Dave Kelly and for Prevention of Family and Domestic Violence, Simone McGurk.
Launched in conjunction with the 16 Days of WA family violence program, the code of practice has been claimed as a tangible example of the Government’s commitment to addressing family violence.
The Ministers said that under the code, residential water service providers are required to have a family violence policy to inform the community of what it was doing to address family violence.
According to the Ministers this included training staff to appropriately respond to family violence; provide appropriate pathways for support; implement processes to avoid customers needing to repeatedly disclose their experiences; ensure information is secure; provide information and advice to customers on debt management and recovery; and provide assistance to customers with payment difficulties and financial hardship.
Mr Kelly said everyone had a part to play addressing family violence, whether it was through leading by example, holding peers to account, or directly supporting and protecting those who have been affected.
“Water service providers can do all of these things by ensuring employees are well-informed and trained to respond appropriately to customers affected by family violence,” Mr Kelly said.
“Family violence is already recognised as a potential cause of financial hardship. Water service providers will now implement additional measures and policies to ensure their customers are supported and protected.”
Ms McGurk said the code of practice was a clear example of the positive change that can be made when organisations work together to address women’s safety.
“Unfortunately, controlling behaviour in an intimate or family relationship can result in utilities-related debt, so we want vulnerable Western Australians in these circumstances to be supported when it comes to managing their water bills,” Ms McGurk said.
“This code will go a long way to helping survivors feel safe when dealing with their water service provider, knowing that their experiences are understood and appropriate policies are in place.”
Details relating to the water suppliers’ roles can be accessed on the WA.gov.au website at this PS News link.
