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RACQ understands our members/customers may experience vulnerability at some point in their lives and may require special help 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.

Our commitment

RACQ is committed to identifying and supporting members/customers who are experiencing vulnerability. We will provide an extra level of care, compassion and sensitivity when engaging with members/customers in their time of need.

How does it work and how can we help?

We encourage our members/customers experiencing vulnerability to tell us about their circumstances as quickly as possible, so we can work with them to identify how we can best support them. Where we recognise a member/customer is in vulnerable circumstances, we will engage with them with sensitivity, dignity, respect and compassion. Once we are in a position to understand their needs, we will work with them to provide the appropriate levels of care and support, which may require an escalation to a specialised support team, or provide them with information on additional support services where their requirements exceed our ability to support them.

Family and domestic violence

RACQ recognises the safety of those experiencing family or domestic violence is paramount, and that it takes courage to talk openly about your situation. RACQ has deployed specialised training to its employees 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 support you during these difficult times. We’ll ensure your privacy is protected, make certain you are supported in a sensitive and compassionate way and will arrange access to financial hardship assistance if necessary.

Financial hardship

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, being understanding when processing your financial hardship application and providing assistance and flexibility with payments owing.

Specialist contact details

Crisis, mental health, suicide prevention, depression and anxiety

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.

You can contact them on 13 1114, face-to-face or online

Beyond Blue

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

Family/Domestic violence

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

Financial support

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.
Visit the National Debt Helpline website for more information

Language/Communication support

RACQ welcomes calls through the National Relay Service. For more information, visit the NRS website 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.

1. Call TIS National on 131 450.
2. An automated prompt will ask you which language you need. Please state the language you require.
3. Once connected with an interpreter in your language, please provide your name, advise you wish to speak with RACQ and provide them with RACQ’s contact number: 13 19 05.
4. Stay on the line while the operator connects you and the interpreter through to RACQ.