All information is produced by the Economic Abuse Reference Group with input from members, or is material that we believe demonstrates good practice.

Guidance and good practice

The following guides have been developed to assist businesses (or government departments) when developing policies to assist customers who have experienced family violence.

Family Violence – Good Practice Principles (Good Practice Guide)

We explain ten key principles for customer family violence policies.  Can be used as a checklist when developing, or reviewing, policies.

Family Violence Guide – Making a Start

For businesses starting to think about developing family violence policies for customers, or staff – some tips on how to start.

Why do family violence programs focus on violence against women?

A brief response which may be useful when responding to genuine questions from staff.

Family Violence Guide – Staff Training

What are the considerations when planning staff training?  What questions should you ask a potential training provider?

Find a not-for-profit training provider

Some of the training available for Australian businesses (and government) from not-for-profit providers.

Family Violence Guide – Referral Options

Where can you refer customers who are experiencing family violence?  We recommend providing a short list of options for staff, and we recommend what services should be on that list.

Family Violence Guide – Providing Documents

Simple processes for requesting and obtaining documents are good for all customers – and particularly those experiencing family violence.

Recognising Family Violence

Family Violence and Economic Abuse

An overview of family violence and economic abuse by Economic Abuse Reference Group

Signs of Financial Abuse – ASIC Website
Early Warning Signs – Safe Steps

Guidance produced by Business and Regulators

Residential Tenancy –  Family Violence and Tenancy – for Estate Agents and Landlords.  Consumer Affairs Victoria publication.

Banking – Industry guideline: Financial abuse and family and domestic violence policies, Australian Bankers Association, November 2016

Addressing Financial Abuse: A Domestic and Family Violence Community Resource Guide New South Wales by Commonwealth Bank and Domestic Violence NSW.  While aimed at family violence workers and is NSW specific, most of the information is relevant more broadly.

Water – Moving Towards Better Practice – Implementing family violence policies in the Victorian water sector, Essential Services Commission Victoria, May 2017.  A guideline for water businesses but contains useful good practice examples and case studies.

Banking (from UK) – Addressing financial abuse – A framework to help banks, other creditors and advice providers challenge financial abuse in intimate partner relationships (Citizens Advice UK and British Bankers Association).

Specialist community organisations

Are you looking for input from specialist community organisations to your family violence policies/processes?   Our Victorian members include family violence services, financial counsellors and community legal centres.

Some provide training and other services to help business responses to vulnerable customers (including on family violence issues) for a fee.

Some members may be able to provide input to industry as part of their policy and advocacy role – particularly if that input is likely to have broad impact (for example, to an industry body rather than individual businesses).

We also work closely with a number of interstate and national organisations.  If you’re not sure who to contact, we may be able to help.   Contact EARG 

What our members do


We've seen some +ve work by the insurance industry on customers experiencing #familyviolence #domesticviolence - this report by insurer @allianz_au helps to explain some of the issues. @ICAUS

If it wasn’t for Way Forward, I really don't know what I would have done. Wouldn't have my house, that's for sure.”

How a trip to the gym left Brett badly injured and in a debt spiral.

#realstory #clientstory #debthelp #debtsupport

#Economicabuse can happen to anyone. For more: #EconomicAbuseAwareness @bec_glenn

What's the link between physical abuse & #EconomicAbuse?

95% of women who experience other forms of #DomesticAbuse also experience economic abuse. Abusers use these tactics to trap & control victims.

Today is #IDEVAW & #16DaysofActivism. Share our video to help raise awareness.

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