At RACQ we understand that you or those around you may experience vulnerability at some point in your life and may require specialised assistance or care. We recognise that vulnerability is a state and not a trait, and, just as people are different, so are their needs and circumstances. A person’s vulnerability may be due to a range of factors for example mental or physical health conditions, family or domestic violence, language or literacy barriers, cultural background, financial distress and other impacts.
We are committed to identifying and supporting individuals and families who are experiencing vulnerability. We will provide an extra level of care, compassion and sensitivity when engaging with you or your support person in your time of need.
Our support extends to members/customers, employees, distributors and partners.
We recognise that it can be difficult to talk about your personal circumstances, but we encourage you to tell us about any difficulties you may be experiencing as early as possible. Once we understand your individual needs, we will work with you to provide the appropriate levels of care and support. This support may include, escalation to a specialised support team and/or, we may provide you with information on additional community support services available.
We have processes in place to ensure that we protect your privacy and minimise the number of times you need to disclose information. We do this by:
Uniting Care Queensland / Lifeline
A not-for-profit organisation that provides free, 24-hour telephone crisis support services in Queensland. They can assist and provide support for suicide prevention, mental health and emotional assistance.
Provides support to those experiencing issues associated with depression, suicide, anxiety and other related mental disorders. The Beyond Blue Support team is available 24 hours a day, 7 days per week on 1300 22 4636. Visit the Beyond Blue website for further information www.beyondblue.org.au.
RACQ recognises the safety of those experiencing family or domestic violence is paramount, and that it takes courage to talk openly about your situation. Please refer to the RACQ Group Family Violence Policy.
The Family Law Act 1975 (Cth) defines ‘Family violence’ as:
“violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family or causes the family member to be fearful” section 4AB
RACQ has deployed specialised training to its employees and Service Suppliers so we can recognise the signs of family and/or domestic violence and are committed to having a conversation with you about how we can best support you. Our dedicated teams will ensure that we minimise the number of times you need to disclose information relating to family or domestic violence. We will ensure your privacy is protected, make certain you are supported in a sensitive and compassionate way including limiting access to your information or information you have provided about your family violence. Our collection arrangements are handled with sensitivity and we will arrange access to financial hardship assistance if necessary.
Community Support Services:
If you or your family are in immediate danger, please call the police on 000.
DV Connect provides emergency accommodation and transport to Queensland women, men, children and pets to safety, away from violence. They are available 24/7 on 1800 811 811. Visit the DV Connect website for more information www.dvconnect.org.
1800Respect is a 24 hour national counselling line for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault. You can access local support services by contacting 1800 737 732 or using their free app which protects users privacy. You can access the app as well as other community support services by visiting www.whiteribbon.org.au/Find-Help/Help-Lines.
If you are in need of legal support or guidance, you can reach out to these services:
RACQ aims to provide prompt financial hardship support as part of our commitment to providing extra support to members / customers experiencing vulnerability, including those impacted by family and domestic violence. This may include fast-tracking financial hardship requests, having a greater understanding of your needs when processing your financial hardship application and providing assistance and flexibility with payments owing.
Our team of specially trained staff are here to assist you and are trained in identifying if you are experiencing financial hardship. We also encourage you or your representative to tell us if you are experiencing financial hardship so that we can discuss your individual circumstances and options available to support you.
If you’re in financial stress and are unable to pay money owed to us that is not a premium, support options may include:
If you’re in financial stress and are unable to pay your premium, then we will work with you to see if we can support you to keep you covered. Support options may include:
If you tell our collection agent or solicitor that you’re experiencing Financial Hardship, they must notify us and will give you information in writing about our Financial Hardship process.
If you are experiencing financial hardship and need support, you can contact us in a number of ways. These are outlined below:
|Have difficulties with paying Insurance premiums, renewals or Roadside Assistance
|Give our friendly Member Engagement team a call on 13 1905 or, speak with one of our Branch consultants to see how we can assist.
|Have difficulties with paying an insurance excess or Insurance recovery amount
|Complete the RACQ Insurance Financial Hardship Application Form or contact our Claims team on 13 7202.
|Require financial assistance with personal or mortgage lending repayments
|Get in touch with RACQ Bank Collections team on 13 1905 or complete the Banking Request for Hardship Assistance Form and send it to Collections@racq.com.au.
RACQ offers many other convenient ways for you to get in touch with us.
Reach us online
Record your feedback
We support all our members and their communities by responding to catastrophes and natural disasters efficiently, professionally and compassionately.
If a natural disaster has meant you have to make a claim under your policy and caused you financial hardship, we may:
If you're in this position, please let us know - we're here to support you.
There are community support and financial counselling services that may be able to provide advice that can assist you. Some examples are included here to help. The National Debt Helpline - National Debt Helpline is a not-for-profit service that helps people tackle their debt problems. They have financial counsellors who are non-judgmental, qualified professionals working in communities across Australia. You can contact the National Debt Helpline from 9:30 to 4:30 pm Monday to Friday on 1800 007 007 or visit the National Debt Helpline website for more information www.ndh.org.au.
The ASIC MoneySmart website - moneysmart.gov.au
View the Good Shepherd website for affordable financial programs to people who are financially excluded - goodshep.org.au/services/financial-services.
For support services relating to Family/Domestic Violence, click here.
RACQ welcomes calls through the National Relay Service. For more information, visit the NRS website www.communications.gov.au to choose your preferred access point or call the NRS Helpdesk on 1800 555 660.
The Translating and Interpreting Service (TIS National) is an interpreting service providing services to non-English speaking Australian citizens and permanent residents.
We can also arrange translator services for you when you contact RACQ.
RACQ recognise that employees including service suppliers and distributors can be affected or experience vulnerabilities and may require additional care and support.
RACQ provide support to impacted employees through:
Need help or would like to know more? RACQ offers many convenient ways for you to get in touch with us.
Call 13 1905 between 8:30am and 5:00pm, Monday–Friday.
We can arrange the National Relay Service or an interpreter, if required.
Tell us online
Record your feedback
Write to us
Member Advocate Office
P.O Box 3004
Logan City QLD 4114
Visit your nearest RACQ store
Find a store
National Relay Service