Adaptive Energy Family & Domestic Violence Policy

If you are experiencing family or domestic violence, we will:

• Treat you with respect, dignity, and understanding
• Prioritise your safety in all interactions
• Provide flexible and practical support tailored to your needs
• Keep your information private and secure
• Minimise the need for you to repeat your situation

We will not place unnecessary barriers in the way of getting help.

You do not need to provide evidence of family or domestic violence to receive support. We will work with you based on what you tell us.

We offer a range of support options, depending on what is safest and most appropriate for you.

Keeping your account safe

We can:

• Restrict or remove access from other people on your account
• Set up secure passwords and identity protections
• Update your contact details safely

Safe communication

We will:

• Only contact you in ways that you tell us are safe
• Avoid leaving messages or sending communications that may put you at risk

Managing your account

We can:

• Separate joint accounts
• Transfer account responsibility
• Set up a new account in your name
• Ensure you do not need to deal with another person on your account

Financial and hardship support

We will:

• Provide access to our hardship program
• Offer flexible payment plans based on what you can afford
• Review your account and charges
• Adjust or waive debts where appropriate

We will ensure that any support reflects your individual situation and capacity to pay.

If you are experiencing family or domestic violence and working with us:

• We will not disconnect your electricity for non-payment while you are receiving support and engaging with us
• We will prioritise ongoing assistance and flexible arrangements

Disconnection will only ever be considered as a last resort, in line with regulatory requirements.

If you participate in a Virtual Power Plant (VPP):

• Your participation can be changed, restricted, or stopped at any time
• We will ensure your safety and privacy are not compromised
• Any VPP benefits are variable and not guaranteed
• Your energy bill obligations remain separate

We will:

• Keep your information secure and confidential
• Limit access to your information to trained staff only
• Only share information where necessary to support you or where required by law

We will take steps to ensure your information does not place you at risk.

Minimising repeat disclosure

We understand that repeating your situation can be difficult. We will:

• Record your preferences and support needs (with your consent)
• Apply internal protections to your account
• Ensure you do not need to repeatedly explain your situation

If you would like, we can provide information about specialist support services, including:

• Family and domestic violence support services
• Financial counselling

We will only provide referrals with your consent.

You can simply say: "I need help with my account". We will guide you from there.

This policy is available on our website and on request (including in accessible formats).